Job Title : Head of User Research & Customer Excellence
Location: Remote 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
Recruitment Process
- HR screening with Senior Recruiter
- PM interview with Senior PMs
- Take-home case study
- Hiring Manger Interview with Director of Product
