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Customer Experience Researcher

3 weeks, 1 day ago
Nigeria
Senior
UX Researcher
Data Science and Analytics
Agile
Apply Now
Moniepoint

Moniepoint

Moniepoint offers a comprehensive payments, banking, and operations platform designed to support the growth of businesses and enhance financial accessibility for customers in emerging markets.

Diversified Financial Services
1K-5K
Founded 2015
View All Jobs 45

Description

  • Design and execute qualitative and mixed-methods research, including IDIs, usability testing, concept testing, ethnographic studies, diary studies, and focus groups.
  • Lead complex, multi-method research projects with minimal supervision.
  • Develop research plans, discussion guides, screeners, and stimuli tailored to specific research questions.
  • Recruit and manage research participants to ensure diverse and representative samples.
  • Facilitate and moderate research sessions to uncover deep customer insights.
  • Conduct ongoing customer discovery, not just commission-based studies.
  • Analyze qualitative data using thematic analysis, affinity mapping, and journey mapping.
  • Synthesize qualitative, quantitative, and behavioral data into clear, prioritized insights and recommendations.
  • Track customer satisfaction for owned product journeys and initiate root-cause research when issues arise.
  • Collaborate with product managers, UX designers, engineers, and other stakeholders to integrate insights into product development.
  • Communicate findings and recommendations to technical and non-technical audiences and follow up on adoption.
  • Mentor junior team members and contribute to improving research processes, tools, and team knowledge sharing.

Requirements

  • 4+ years of experience in customer research, UX research, or a related qualitative research role.
  • Demonstrated ability to lead research projects independently.
  • Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data.
  • Bachelor's degree in HCI, Psychology, Sociology, Anthropology, Design, or a related field.
  • Master's degree in a relevant field (preferred).
  • Experience with mixed-methods research, combining qualitative and quantitative data (preferred).
  • Familiarity with fintech or banking products and services (preferred).
  • Excellent interviewing, moderation, and observation skills.
  • Strong written and verbal communication skills with the ability to explain complex findings clearly and persuasively.
  • Experience with research tools such as UserTesting, Qualtrics, and Dovetail, or similar platforms (preferred).
  • Familiarity with customer satisfaction measurement methods and continuous discovery models (preferred).
  • Ability to work collaboratively in a fast-paced, agile, embedded team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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