CX Research Operations Coordinator

Moniepoint

ABOUT US Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month.  As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually. ABOUT THIS ROLE The Outbound Research Specialist provides essential operational and logistical support to the Customer Research function, with a focus on reaching customer segments that are not accessible through digital or in-app channels. The role conducts structured outbound research calls, recruits research participants, supports field-based data collection, and assists with direct customer engagement activities. This role is foundational for individuals building a career in customer research, offering hands-on experience in research coordination, data collection, and participant management under the guidance of experienced team members. At Moniepoint, the experiences of the customers who use our POS devices, transact in markets, or are served by agents in areas with limited connectivity matter as much as any in-app user's—this role exists to make sure their voice is heard. RESPONSIBILITIES * Outbound Research Calls * Conduct structured outbound research calls to customers from an assigned daily queue, following approved scripts and protocols * Administer customer satisfaction and experience surveys over the phone, capturing both quantitative scores and qualitative verbatim responses * Log every call outcome accurately and completely — call disposition, survey responses, and observation notes — before proceeding to the next record * Adhere to all consent, data handling, and opt-out requirements for every call, without exception   * Participant Recruitment & Panel Support * Identify and recruit customers for qualitative research interviews based on criteria provided by CX Researchers and Team Leads * Screen potential participants against research criteria before confirming their participation * Introduce the Moniepoint research community to interested customers, following approved consent processes to onboard new participants * Support the Research Operations Coordinator in maintaining participant records and tracking recruitment pipelines   * Ad Hoc Data Collection * Conduct short structured phone surveys and screener interviews as directed by the Research Operations Coordinator or CX Research Team Leads * Log all responses faithfully — never paraphrasing in a way that alters the meaning of what a customer said * Assist with preliminary data organization and tagging under the guidance of more senior team members   * Field Observation & Support Centre Visits * Visit customer support centres and field locations at least monthly to observe real customer interactions and speak directly with customers * Log qualitative findings from field visits in the relevant research repository within 48 hours, tagged to the appropriate product area * Report patterns from support centre and field visits to the relevant CX Researcher promptly * Learning & Development * Actively learn and apply fundamental research methodologies, tools, and best practices * Demonstrate increasing independence in managing routine research support tasks over time * Participate in team knowledge sharing and contribute to a strong research culture EXPERIENCE & BACKGROUND * Customer-Facing Experience: 1–3 years of experience in a customer-facing environment such as outbound calling, customer service, field sales, or similar roles.   * Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred * Domain Advantage: Prior experience specifically within customer support is considered a distinct advantage.   * Education: Bachelor's degree in any field, preferably with completed coursework in research methods, social sciences, business, or marketing.   * Autonomy: Demonstrated ability to work with minimal supervision on routine tasks.   * Preferred Experience: Prior experience in a research-related role, research internship, or a support capacity within a technology or financial services company.   * Systems Familiarity: Experience utilizing a phone-based CRM or contact center platform is preferred. SKILLS & COMPETENCIES * Communication: Clear, professional verbal communication skills in English.   * Interaction: Comfortable initiating conversations with completely new contacts and keeping them effectively focused.   * Languages: Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred.   * Data Discipline: Accurate, disciplined data capture habits—focusing entirely on logging what customers actually say, not what is expected.   * Organization: Strong organizational skills and sharp attention to detail.   * Empathy: A high level of empathy paired with a genuine interest in deeply understanding people.   * Software Tools: Proficiency in standard office software platforms (Google Workspace or Microsoft Office).   * Research Principles: A basic understanding of qualitative and quantitative research principles.   * Platform Literacy: Familiarity with standard survey platforms or project management tools.

Moniepoint

ABOUT US Ranked in 2024 by the Financial Times, Moniepoint is Africa’s fastest growing fintech, trusted by over 10 million business and individual accounts, processing billions of Naira’s in transactions monthly. Our mission is to enable financial happiness for every African, everywhere. ABOUT THIS ROLE 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

VML MAP

WHO WE ARE WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. Would you like to lead high-impact Customer Experience (CX) and CRM strategies for our global top-tier clients, driving significant business transformation and unlocking new levels of customer value? Are you a highly motivated, business-savvy professional ready to leverage your extensive strategy consulting experience to tackle complex challenges at the intersection of customer strategy, technology, and operations? Then you might be just the Strategy Consulting Manager we’re looking for!  As our client portfolio continues its rapid expansion, specializing in the development of consumer-centric strategies that effectively integrate creativity and data to cultivate valuable relationships between consumers and brands, we are seeking and experienced Strategy Consulting Manager to join our highly engaged, skilled, and expanding Customer & Business Strategy Consulting team. This role will have a particular emphasis on CX design and CRM transformation.  WHAT WILL YOUR DAY LOOK LIKE? You will primarily engage with client leadership teams, often leading workstreams and engagements independently within the CX and CRM domain. Your assignments will focus on shaping strategic direction, including:  * Leading strategic work sessions with senior client stakeholders, facilitating critical decision-making processes around customer journey design, CRM capabilities, and CX innovation.  * Driving the development of robust business cases, strategic recommendations, and actionable roadmaps for CX enhancement and CRM platform optimization/implementation, ensuring alignment with client objectives and market realities.  * Orchestrating comprehensive customer research, journey mapping, and experience design activities, translating insights into tangible strategies for personalization, loyalty, and improved customer engagement.  * Conducting current state assessments of client CRM capabilities and MarTech stacks, identifying gaps and opportunities for improvement to drive customer lifetime value.  * Defining future-state CRM vision and requirements, contributing to technology selection (e.g., Salesforce, Adobe, Microsoft Dynamics, SAP CX) and implementation strategy.  * Owning the delivery of strategic frameworks and solutions, from initial concept to implementation planning, ensuring impact and value creation across the customer lifecycle.  * Cultivating and managing deep relationships with client executives, acting as a trusted advisor and thought partner on all matters related to customer strategy, experience, and CRM.  * Proactively identifying and developing new business opportunities within the CX/CRM space, contributing significantly to our firm's growth and thought leadership.  * Providing guidance and mentorship to project team members, fostering a high-performance culture and ensuring the quality of deliverables without direct line management responsibilities.  * Shaping and evolving our proprietary CX/CRM offerings and methodologies, contributing directly to the firm’s intellectual capital and competitive edge.  WHO ARE YOU GOING TO WORK WITH? You will join a team of highly skilled consultants and become part of a dynamic and international environment where you will have ample opportunity to further develop your personal and professional leadership skills. Your role will involve significant collaboration with cross-functional experts and professionals from our technology, data science, creative, and client teams across our global offices. We are a leader within our field and are a transformation partner for some of the most admired brands in the world.  WHAT DO YOU BRING TO THE TABLE? You possess a self-starter and can-do mentality, thriving in complex environments while maintaining a structured approach and meticulous attention to strategic detail. You demonstrate a superior ability to collect, analyze, and synthesize diverse qualitative and quantitative data, establishing profound insights and crafting compelling, executive-ready narratives.  With your advanced reasoning skills, you can interpret extensive and ambiguous information, navigating multiple abstract and concrete variables to form robust strategies. You excel at building and managing high-level stakeholder relationships, and in addition, you have:  * A relevant master's degree; preferably within Business, Economics, Marketing, or a related quantitative field.  * 5+ years of progressive strategy or management consulting experience from a top-tier consulting firm or Big 4 environment, with a significant focus on Customer Experience (CX) and Customer Relationship Management (CRM) initiatives.  * Proven expertise in developing and implementing CX strategies (e.g., customer journey mapping, segmentation, personalization, loyalty programs) and CRM strategies (e.g., platform selection, roadmap definition, capability assessment, MarTech integration).  * Deep understanding of leading CRM platforms (e.g., Salesforce, Adobe Experience Cloud, and Braze) and their strategic application.  * Demonstrated ability to lead complex projects and workstreams independently, taking full ownership of deliverables and client outcomes in CX/CRM transformation.  * Exceptional executive-level writing, presentation, and interpersonal communication skills, with a proven ability to influence senior stakeholders on customer-centric topics.  * High proficiency in advanced analytical tools, Excel, and PowerPoint for executive communication, particularly for presenting CX insights and CRM value propositions.  * Superior analytical and complex problem-solving abilities, capable of dissecting customer and technology challenges and formulating innovative solutions.  * A willingness to travel internationally as required to meet client and project demands.  A LEADER IN PERSONALIZED CUSTOMER EXPERIENCES VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities. A GLOBAL NETWORK We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.  #LI-EMEA About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. WPP (MAP/VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.  When you click “Apply now” below, your information is sent to MAP/VML. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read our Privacy policy. California residents should read our California Recruitment Privacy Notice.