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CX Research Operations Coordinator

3 weeks, 6 days ago
Nigeria
Mid Level
Operations Specialist
Design and User Experience
CRM
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

  • Build and maintain a large, active, consented, and well-segmented participant panel across product areas and customer segments.
  • Design and operate participant recruitment pipelines across multiple sourcing channels while preserving granular panel segmentation.
  • Track panel health metrics, run re-engagement programs, manage annual re-consent cycles, and oversee participant onboarding, maintenance, and offboarding.
  • Manage scheduling for research sessions including interviews, usability tests, large-scale panels, and outbound research calls.
  • Send invitations, reminders, and confirmations, track attendance, manage rescheduling, and coordinate logistics for large-group sessions.
  • Manage the full incentive fulfillment lifecycle from session completion to reward disbursement.
  • Maintain accurate incentive ledgers, resolve fulfillment failures, and prepare incentive reconciliation reports for Finance.
  • Own and administer the research tooling stack, including participant management systems, survey platforms, research repositories, and communication tools.
  • Ensure researchers and specialists have proper access, training, and support, and act as the first point of contact for system issues.
  • Maintain customer satisfaction data, enforce NDPR and data protection compliance, process deletion requests, and uphold retention policies.
  • Improve research operations processes and tools and support onboarding of new researchers and specialists.

Requirements

  • Bachelor's degree in Business Administration, Information Management, Social Sciences, Statistics, or a related field.
  • 3+ years of experience in research operations, programme coordination, or operational management, preferably in a research, product, or technology organization.
  • Experience in qualitative and quantitative market, customer, or UX research.
  • Proven ability to conduct and analyze customer interviews, usability tests, diary studies, and surveys.
  • Demonstrable experience building and maintaining participant or customer panels.
  • Familiarity with financial technology or a regulated consumer product environment is preferred.
  • Strong process design and organizational skills with the ability to build sustainable systems rather than temporary workarounds.
  • Comfort working with data, tracking clean metrics, detecting anomalies, and generating Finance-ready reports independently.
  • Working knowledge of NDPR or equivalent data protection regulations, including consent management and right-to-erasure obligations.
  • Project management certification such as PMP or PRINCE2, and data protection or privacy compliance training such as NDPR or GDPR, are preferred.
  • Experience administering CRM or participant management platforms, survey tools, or contact centre systems is preferred.

Interested in this position?

Apply directly on the company website

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