Automation Voice/ChatBOT Manager – For Digital Money Lending at CashXpress Nigeria Limited

About CashXpress 

• A regulated digital money lending platform delivering accessible short- to mid-term loans through mobile and online channels. 
• Committed to responsible lending, financial inclusion, transparent pricing, and a superior customer experience. 
• Operates in compliance with Nigerian financial regulations and data privacy standards; emphasizes ethical lending, robust risk management, and customer trust. 

Role overview 

A cross-functional product leadership role responsible for designing, building, and shipping automation-enabled chat and voice chat experiences. 

This role blends text-based chat automation (chatbots, messaging workflows) with voice-enabled automation (IVR, voice assistants, speech-enabled dialogues) to create seamless multi-channel customer interactions. 

Key responsibilities:  

• Define product strategy and roadmap for automated chat and voice chat capabilities across channels (text, voice, IVR). 
• Gather and prioritize requirements from stakeholders (customers, sales, support, operations, compliance) and translate them into user stories and specifications. 
• Lead end-to-end product lifecycle: discovery, prototyping, testing, iteration, and release. 
• Collaborate with UX designers to craft intuitive chat and voice interfaces and with data analytics/ engineers from HO to improve NLP, ASR, NLU, dialogue management, TTS, and orchestration between script, text and voice flows. 
• Work with engineering teams to implement, monitor, and optimize automated conversation flows, error handling, fallbacks, and cross-channel handoffs. 
• Establish KPI and track success metrics (adoption, user satisfaction, automation coverage, cost savings, latency, escalation rates) and drive data-driven improvements. 

Required skills and qualifications: 

• Product management experience in chatbots, voice bots and assistants, IVR, or automation. 
• Strong understanding of natural language processing (NLP), speech recognition (ASR), NLU, dialogue management, TTS, and multi-turn conversation design.
• Experience with multi-channel experience design and user research for chat and voice interfaces. 
• Data-driven mindset with the ability to define KPIs, analyze usage data, and run experiments (A/B testing, multivariate testing). 
• Technical aptitude to collaborate with engineering, data science, and platform teams; familiarity with CRMs, cloud services, and deployment pipelines.
• Excellent communication, stakeholder management, and prioritization skills. 

Nice-to-have: 

• Experience with omnichannel orchestration, CRM integration, and contact centre platforms. 
• Knowledge of regulatory requirements for voice and chat data in target markets. 
• Experience in prototyping, demos, and customer-facing showcases of conversational automation. 
• Typical deliverables Integrated product roadmap and backlog for chat and voice automation features. 
• Detailed user stories, acceptance criteria, and flow diagrams for multi-channel experiences. 
• Prototypes and demos of combined chat and voice scenarios and automated workflows. 
• Metrics dashboards covering adoption, latency, success rates, cost impact, and cross-channel handoffs. Developer, designer, and customer-facing documentation.