FairMoney is a digital platform in Nigeria that allows you access instant loans in a few minutes through our android app.
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
- 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
Method of Application
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