User Researcher at PalmPay

Location: Ikeja, Lagos
Job Level: Mid-Level

Job Description

• We’re looking for an experienced User Researcher who is passionate about our mission of driving financial inclusion in Africa and has a strong desire to literally walk in the shoes of our users and communicate their needs effectively for user centered product development.
• In this role, you'll be responsible for customer based research, developing user feedback channels and collecting and analyzing customer insights across both new and existing channels.
• You’ll work to understand existing and potential customers and collect detailed insights as well as action them with the team.
• This role is based in Lagos, Nigeria head office and requires a keen eye for details, super-analytical and presentation skills.
• We are looking for someone who has a deep knowledge of the fintech industry and great research capabilities to join the local production team and provide quality customer insights to aid informed product development. 

About the Role

• Define, plan, and conduct user research through various methods with different market segments 
• Continually contribute to our foundational research, including frameworks that describe our users (e.g. segmentation, user journeys)
• Work with product team to develop and advocate appropriate research strategies to understand user needs for a service, and to continually test and improve our services.
• Effectively communicate user research findings to the team and the wider company, so that they share a strong and empathetic understanding of the users
• Deliver compelling insights to the product and design teams
• Facilitate evidence-based product and design decisions
• Develop and innovate on our mixed-methods user research practice
• Contribute to company-wide research strategy
• Conduct customer & market information reporting to gain local insights.
• Conduct post release surveys of new features and app improvements.
• Conduct regular NPS surveys and analysis to the team.
• Conduct regular review and reporting of customer feedback from all channels - Playstore, IOS store, WhatsApp group etc.
• Strengthen customer feedback channels by improving engagement to increase feedback quality.

Requirements

• Bachelor's Degree in Statistics, Psychology, other Social Sciences or related fields
• At least three years of user research experience in a consumer-focused company
• Broad experience in using a variety of user research methods to reveal actionable insights and are to synthesize quantitative data with qualitative user research.
• Some experience of taking software products to market and adequate knowledge of the payments or financial services industry
• Have experience with designing, running and analyzing controlled behavioural experiments
• Proven experience of presenting user research findings in a wide variety of formats and contexts.
• Familiar with quantitative analysis tools and other relevant software eg SPSS, SQL, User Testing etc
• Excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence.
• Excellent storyteller and communicator, able to speak fluently to business people, designers, engineers and other key partners
• Dedicated advocate of a user-centered approach to product development
• Enjoy collaborative work in a dynamic, data-driven, creative environment.