Head of User Research and Customer Excellence

FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily within Nigeria, and it has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.

In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.

FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities.To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch informative video.

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

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.

• 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.

• 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