Jobs at FairMoney

Role Overview

• The Business Intelligence Analyst will drive data-led decision-making across FairMoney’s lending business. 
• This role is responsible for transforming complex data into actionable insights that improve credit performance, optimize collections, enhance customer experience, and support rapid, profitable growth in Nigeria’s dynamic fintech market.

Key Responsibilities
Data Analysis & Insight Generation:

• Analyze large datasets across the lending lifecycle (acquisition, underwriting, disbursement, repayment, collections, recovery).
• Identify trends, risks, and opportunities to improve portfolio performance.
• Deliver actionable insights to Credit, Operations, Product, and Leadership teams.

Dashboarding & Reporting:

• Build and maintain real-time dashboards (e.g., PAR, NPLs, recovery rates, disbursement volumes).
• Automate recurring reports for daily, weekly, and monthly performance tracking.
• Ensure data accuracy, consistency, and accessibility across teams.

Credit & Risk Analytics:

• Support development and monitoring of credit scoring models using alternative data (telco, behavioral, banking, device data).
• Track portfolio health metrics (PAR 30/90, roll rates, default rates).
• Conduct cohort analysis to evaluate loan performance and risk segmentation.

Collections & Recovery Analytics:

• Analyze repayment behavior and optimize collections strategies.
• Build segmentation models for early-stage, late-stage, and high-risk borrowers.
• Support skip tracing and recovery optimization using data insights, including escalation effectiveness.

Product & Growth Analytics:

• Partner with Product teams to track user journeys, conversion funnels, and drop-off points.
• Design and evaluate A/B tests to improve acquisition, engagement, and repayment rates.
• Provide insights to optimize pricing, loan offers, and customer targeting.

Process Automation & Data Infrastructure:

• Work with Data Engineering to improve data pipelines, ETL processes, and warehouse structures.
• Automate manual reporting processes using SQL, Python, or BI tools.
• Ensure data governance and best practices in analytics.

Regulatory & Compliance Reporting:

• Support reporting requirements aligned with Central Bank of Nigeria (CBN) guidelines.
• Ensure integrity of financial and risk data used for audits and regulatory submissions.

KPIs / Success Metrics

• Accuracy and timeliness of reporting.
• Improvement in portfolio performance (PAR reduction, recovery uplift).
• Increased collections efficiency driven by insights.
• Faster decision-making through real-time dashboards.
• Measurable impact of data-driven experiments.

Requirements

• 5+ years of experience in Business Intelligence, Data Analytics, or similar role (preferably in fintech, banking, or lending).
• Strong proficiency in SQL (mandatory) and experience with Python or R (preferred).
• Experience with BI tools (e.g., Power BI, Tableau, Looker).
• Strong understanding of lending metrics (PAR, NPL, roll rates, recovery rates).
• Ability to translate data into clear business insights and recommendations.
• Experience working with large, complex datasets.

Core Skills:

• Data analysis & storytelling.
• Dashboard development & visualization.
• Credit & risk analytics.
• Experimentation (A/B testing).
• Problem-solving & critical thinking.
• Stakeholder communication.

What Success Looks Like (First 6 Months):

• Fully functional dashboards tracking lending and collections performance.
• Clear insights that reduce defaults and improve recovery rates.
• Automated reporting processes saving operational time.
• Strong collaboration with Credit, Operations, and Product teams.
• Data-driven recommendations influencing key business decisions.

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development
• Performance Bonus.

Recruitment Process

• A screening call with the Recruiter for 30 minutes.
• Technical interview with the Hiring Manager for 45 minutes.

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Role Summary

• This role sits within the CX team and will be responsible for CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and driving cross-functional initiatives with Product and Engineering.

Key Responsibilities

• Own CX operational reporting and dashboards.
• Build automated reports using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives.
• Partner with Product and Engineering to resolve customer pain points and implement improvements.
• Lead weekly CX governance meetings and track action items to closure.
• Monitor CX KPIs / OKRs and identify improvement opportunities.

Requirements

• Bachelor's Degree in a relevant field.
• 3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
• Strong SQL and BigQuery experience.
• Strong Tableau dashboard development experience.
• Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
• Strong stakeholder management and project coordination skills.
• Experience working with Product and Engineering teams.
• Experience in a Customer Experience or Contact Centre environment is an added advantage.

Nice to Have:

• Chatbot/conversational AI experience.
• Workflow automation and API integration experience.
• Fintech, banking, or digital financial services experience.

Benefits

• Private Health Insurance
• Performance Bonus
• Pension Plan
• Training & Development
• Recruitment Process
• A screening call with a member of the recruitment team for 30 minutes.
• Technical interview with the hiring manager for 30 to 60 minutes.