Head of User Research and Customer Excellence at FairMoney

Role Overview

• As Head of User Research & Customer Excellence, you will own our research and feedback strategy across squads. This is a hands-on leadership role for someone who blends qualitative intuition with data fluency, and can proactively identify opportunities to improve customer outcomes — not just react to requests. You will launch our NPS program, build a scalable insight engine, and partner closely with Product, Ops, and Engineering to embed research into how we build.

Key Responsibilities

Research Strategy & Execution

• Build and lead FairMoney's research function, supporting product squads across lending, savings, cards, and more
• Own the research calendar — balancing ad hoc squad needs with proactive discovery that anticipates user challenges
• Design and execute high-impact customer interviews, surveys, and field studies.

Customer Feedback Systems

• Design, launch, and own NPS by squad, starting manually and progressively automating it through product and engineering collaboration
• Define success metrics, build reporting rituals, and ensure outputs are actionable and visible across the company
• Continuously evolve our feedback infrastructure (e.g. CSAT, churn interviews, complaint audits) to drive roadmap influence

Quantitative Insight Discovery

• Dive into customer data using SQL and support analytics tools (Excel, Looker, Tableau, etc.) to extract actionable insight
• Identify under-the-surface problems (drop-off points, dissatisfaction trends, operational failure loops) without waiting for prompts
• Help define and standardise metrics that reflect real customer experience

Cross-Functional Collaboration

• Partner with Product, Ops, Growth, and Support teams to embed insights into the product lifecycle
• Act as the strategic voice of the customer in roadmap reviews, launch retros, and problem diagnosis

• Team Leadership

• Build and lead a team of user researchers and insight analysts
• Set standards for research excellence and storytelling. Mentor team members on methods, data usage, and stakeholder influence

Requirements

• 7+ years of experience in user research, customer insights, or customer excellence — ideally in fintech, mobile-first, or fast-growth environments
• Proven track record designing and launching customer feedback programs (NPS, CSAT, etc.) from scratch
• Strong proficiency in SQL and confidence working directly with data
• Experience blending qualitative research with quantitative insights for storytelling and prioritisation
• Deep understanding of Nigerian and African digital customers, ideally through field work and behavioural research
• Track record of working cross-functionally to embed insight into tangible product and operations outcomes
• Clear, concise communicator who can influence senior stakeholders and bring the customer's voice into strategy conversations
• Entrepreneurial, hands-on mindset — ready to build systems, not just maintain them

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Remote Work
• Training & Development Programs