Jobs at Moniepoint Inc.

About this role 

The Research Operations Coordinator is the operational backbone of the Customer Research function, supporting every embedded researcher, team lead, and research specialist across all product org units. The role owns the infrastructure that allows the research function to operate at pace — participant panel management, session coordination, incentive fulfilment, tooling administration, and data governance.

This is a new role, created as part of a deliberate restructure of the Customer Research function. You will be building the operational infrastructure from scratch — and the quality of what you build will determine how effectively the entire function serves Moniepoint's product teams and its customers. Without this role functioning well, researchers cannot deliver on their commitments to the product teams they serve.

Responsibilities

• Research Participant Panel Management: Build and maintain a large, standing panel of active, consented, and well-segmented research participants across all product areas and customer segments. Design and operate the participant recruitment pipeline, sourcing participants through multiple channels while maintaining panel segmentation at a highly granular level. Track and report on panel health (coverage, engagement, profile quality, and consent freshness), run re-engagement programmes, manage annual re-consent cycles, and oversee all participant onboarding, maintenance, and offboarding. 
• Session Coordination: Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls. Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions. 
• Incentive Fulfilment: Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards. Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance. 
• Tooling & Systems Administration: Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools. Ensure all researchers and specialists have the necessary access, training, and support, serving as the first point of contact for system issues or process breakdowns. 
• Data & Compliance: Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly. Ensure all participant data handling and panel communications remain strictly compliant with NDPR and applicable data protection regulations. Maintain a complete consent register, process deletion requests within regulatory timelines, and enforce data retention policies. 
• Team Contribution: Contribute to the continuous improvement of research operations processes and tools, and support the onboarding of new researchers and specialists into the function's operational systems.

Experience & Background

• Bachelor's degree in Business Administration, Information Management, Social Sciences, Statistics, or a related field. 
• 3+ years of experience in a research operations, programme coordination, or operational management role — preferably in a research, product, or technology organisation. 
• Experience in qualitative and quantitative market, customer, or UX research. 
• Proven ability to conduct and analyse 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.

Skills & Competencies

• System Builders: Strong process design and organisational skills with a proven ability to build sustainable systems rather than temporary workarounds. 
• Data-Driven Operations: Highly comfortable with data, tracking clean metrics, detecting anomalies, and generating Finance-ready reporting without supervision. 
• Regulatory Knowledge: Working knowledge of NDPR or equivalent data protection regulations, including consent management and right-to-erasure obligations. 
• Project & Privacy Certifications: Project management certification (PMP, PRINCE2, or equivalent) and data protection or privacy compliance training (NDPR, GDPR, or equivalent) are preferred. 
• Technical Administration: Experience administering CRM or participant management platforms, survey tools, or contact centre systems is preferred.

What success looks like in this role

• Panel Health: Maintaining an optimal panel size alongside strong coverage, engagement rates, profile completeness, and consent freshness across all product areas. 
• Operational Execution: Achieving a high research session fulfilment rate and turnaround compliance across the entire function. 
• Financial Accuracy: Ensuring incentive fulfilment speed and accuracy maintain a near-zero failure rate, with prompt resolution protocols when discrepancies occur. 
• Function Efficiency: High researcher satisfaction with operational support, successfully enabling researchers to spend their time on core research rather than logistics. 
• Flawless Compliance: Maintaining strict NDPR compliance with zero consent or data handling violations.

go to method of application »

The CX Researcher is responsible for conducting in-depth qualitative and mixed-methods research to uncover customer behaviours, motivations, needs, and pain points across Moniepoint's products and services. The role is embedded directly within a product org unit, working alongside product managers, engineers, and designers as a full member of the team. The CX Researcher translates rich customer insight into prioritized, actionable recommendations and advocates for the customer voice throughout the product development process. At the Senior Associate level, the CX Researcher independently manages complex research initiatives and may mentor junior team members.

Responsibilities

• Research Design & Execution: Design and execute qualitative research methods including in-depth interviews (IDIs), usability testing, concept testing, ethnographic studies, diary studies, and focus groups. Lead the design and execution of complex, multi-method research projects with minimal supervision. Develop comprehensive research plans, discussion guides, screeners, and stimuli tailored to specific research questions. Recruit and manage participants for research studies, ensuring diverse and representative samples. Facilitate and moderate engaging research sessions, expertly eliciting deep insights from participants. Conduct continuous customer discovery as a standing practice — not only when studies are formally commissioned.
• Data Analysis & Synthesis: Analyse qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping. Synthesise findings from qualitative, quantitative, and behavioural data sources into clear, concise, and compelling outputs. Prioritise research findings using structured frameworks to distinguish critical unmet needs from performance gaps and opportunity areas. Identify key customer pain points, unmet needs, and opportunities for product improvement.
• Customer Satisfaction & Journey Ownership: Track and analyse customer satisfaction metrics for the product journeys owned by your org unit, identifying what is driving movement in either direction. Initiate timely root cause research when satisfaction signals indicate a problem — without waiting to be asked. Visit customer-facing touchpoints (e.g. support centres) regularly to observe real interactions and supplement digital research with field observation. Collect and synthesise feedback from commercial and relationship-facing teams in your geography.
• Insight Dissemination & Advocacy: Collaborate closely with product managers, UX designers, engineers, and other stakeholders to integrate research insights into product development processes. Communicate research findings and actionable recommendations effectively to both technical and non-technical audiences. Deliver all research output as structured, prioritised insight — not unprocessed data or narrative reports. Track the status of your recommendations — which have been acted on, which have been declined, and why — and follow up accordingly. Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization.
• Community of Practice & Team Contribution: Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research function. Mentor and provide guidance to junior team members, sharing best practices and fostering skill development. Participate actively in team knowledge sharing and contribute to building a strong research culture across the function.

Experience & Background

• 4+ years of experience in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently. 
• Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data. 
• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field.
• Master's degree in a relevant field (Preferred).
• Experience with mixed-methods research, combining qualitative and quantitative data (Preferred).
• Familiarity with financial technology (fintech) or banking products and services (Preferred).

Skills & Competencies

• Excellent interviewing, moderation, and observation skills. 
• Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively. 
• Empathy, curiosity, and a passion for understanding people and their experiences. 
• Ability to work collaboratively in a fast-paced, agile, embedded team environment. 
• Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred). 
• Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred).

What success looks like in this role

• Quality and depth of customer insights generated and shared with product teams. 
• Positive movement in customer satisfaction metrics for the journeys owned by the researcher's org unit. 
• High rate at which research recommendations are acted on by product teams. 
• Consistency of customer contact — ongoing, not episodic. 
• Timeliness and effectiveness of research project execution within agreed turnaround windows. 
• Stakeholder satisfaction with research collaboration and insight quality

go to method of application »

Job Summary

The Lead, Corporate Credit Risk Management is responsible for developing, implementing, and managing our credit risk framework to ensure sustainable portfolio growth, asset quality preservation, and regulatory compliance. The role oversees end-to-end credit risk management across retail, SME, and digital lending products and acts in the capacity of Head of Credit Risk, providing strategic direction, oversight, and independent challenge to business units.

Key Responsibilities

Credit Risk Strategy & Governance

• Develop and implement the Bank’s Credit Risk Strategy in line with Moniepoint’s risk appetite, business objectives, and CBN Prudential Guidelines.
• Provide leadership oversight of credit risk management 
• Ensure credit risk considerations are embedded in product design, pricing, underwriting, and portfolio growth strategies.
• Serve as a key advisor to Executive Management and the Board on credit risk exposures, trends, and emerging risks.
• Support the Board Finance, Audit and Risk Committee (FARCo) with regular credit risk reports and insights.
• Stay abreast of fintech and digital lending trends impacting credit risk management.

Credit Policy & Underwriting Framework

• Develop, review, and maintain the Bank’s Credit Risk Policies, underwriting standards, and approval authorities.
• Ensure all lending activities comply with approved credit policies, regulatory requirements, and internal risk standards.
• Oversee credit scoring models, decision engines, and manual underwriting processes for digital and non-digital loans.
• Ensure appropriate segregation of duties between origination, approval, and disbursement processes.
• Periodically review lending limits, sectoral exposures, and concentration risks, to ensure compliance with credit policies and risk appetite\
• Oversee the use of data, analytics, and alternative data sources to enhance credit decisioning.
• Ensure credit risk controls are embedded within digital platforms, APIs, and automated workflows.
• Review and validate changes to credit models, decision rules, and lending systems

Portfolio Monitoring & Asset Quality Management

• Monitor credit portfolio performance across products, channels, and customer segments.
• Track key portfolio metrics including delinquency ratios, non-performing loans (NPLs), roll rates, vintage analysis, and write-offs.
• Identify early warning signals and emerging credit risks, recommending timely corrective actions.
• Oversee remedial management strategies, restructuring, recoveries, and collections escalation frameworks.
• Ensure adequacy of loan loss provisioning in line with regulatory and accounting standards.

Credit Risk Analytics & Reporting

• Develop robust credit risk dashboards and management information systems (MIS).
• Provide accurate and timely credit risk reports to:
  • Chief Risk Officer
  • Executive Management
  • Board Finance, Audit and Risk Committee (FARCo)
• Perform stress testing and scenario analysis on the loan portfolio.
• Support regulatory reporting and supervisory examinations relating to credit risk.

Regulatory Compliance & Stakeholder Engagement

• Ensure full compliance with:
  • CBN Prudential Guidelines for MFBs
  • IFRS 9 (where applicable)
  • Consumer protection and fair lending requirements
• Act as a key liaison with Internal Audit, External Auditors, Regulators, and Credit Bureaus on credit risk matters.
• Support regulatory examinations, audits, and implementation of audit recommendations.

Team Leadership & Cross-Functional Collaboration

• Lead and develop the Credit Risk team, ensuring clear roles, accountability, and performance management.
• Partner closely with Product, Operations, Collections, Finance, IT, and Business teams to ensure balanced risk-return outcomes.
• Provide guidance and training on credit risk principles, policy compliance, and risk ownership across the organization.
• Foster a strong credit risk culture focused on discipline, data-driven decisions, and sustainability.

Required Qualifications & Experience

Education

• Bachelor’s degree in Finance, Accounting, Economics, Mathematics, Statistics, or related field
• Master’s degree (MBA, MSc) is an advantage

Professional Certifications (Preferred)

• ACA, ACCA, FRM, PRM, or equivalent

Experience

• Minimum of 8–10 years experience in credit risk, lending, or risk management within banking, fintech, or financial services
• Proven experience managing credit risk portfolios, preferably in digital or SME lending
• Prior experience in a leadership or senior risk role is required

Core Competencies & Skills

• Strong understanding of credit risk frameworks and CBN regulations
• Advanced analytical and data interpretation skills
• Sound judgment and decision-making ability
• Strong stakeholder engagement and communication skills
• High ethical standards and independence
• Ability to operate in a fast-paced, technology-driven environment