Fresh Jobs at FairMoney

About the Role:

• As the State Head - (Aggregator Network), you are the CEO of the region, responsible for regional performance and individual state performance under your purview. You must be self-driven, result oriented and most importantly a team player. You are primarily responsible for shaping and driving your region's growth strategy to correctly position it within landscape in Nigeria by working with the Director of Aggregator Business in cementing the FairMoney strategy of becoming the largest neobank in Nigeria.

Roles and Responsibilities:

• Source for new clients and expand client network in the retail marketplace (Agents and consumers)
• Develop and maintain market dominance by ensuring acquisition, retention and Month on Month growth in acquisition and loan conversion in each market segment
• Drive corporate strategy in Schools, Markets, Partnerships with OFIs/Super Agents/ Aggregators and Agricultural value chain
• Sign up and maintain relationship with value chain actors
• Monitor regional performance, staff and consumer behavior and provide market intelligence to the team
• Proper Branding and training of Agents/Consumers and partners
• Comply with rules, regulations and legislation governing the financial services industry
• Motivate, mentor and supervise regional staff for delivery of FairMoney corporate objective
• Consistently deliver monthly OKR
• Any other responsibility as may be assigned by the Director of Aggregator Business

Requirements

• A Bachelor's degree in any relevant discipline
• A minimum of 6 to 8 years of experience in the Agency Banking business
• Must have an android phone
• Proven experience managing a high performance sales team
• Ability to motivate a team of Sales Managers to achieve high performance
• Extremely flexible, result oriented and, hardworking with a strong track record of success
• Good communication and interpersonal skills
• Customer orientation and ability to adapt/respond to different characters

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Work From Home
• Training & Development
• Performance Bonus

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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