Customer Experience Researcher

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 Research Operations Coordinator is the operational backbone of the Customer Research function, supporting every embedded researcher, team lead, and research specialist across all product org units. The role owns the infrastructure that allows the research function to operate at pace — participant panel management, session coordination, incentive fulfilment, tooling administration, and data governance. This is a new role, created as part of a deliberate restructure of the Customer Research function. You will be building the operational infrastructure from scratch — and the quality of what you build will determine how effectively the entire function serves Moniepoint's product teams and its customers. Without this role functioning well, researchers cannot deliver on their commitments to the product teams they serve. Responsibilities * Research Participant Panel Management: Build and maintain a large, standing panel of active, consented, and well-segmented research participants across all product areas and customer segments. Design and operate the participant recruitment pipeline, sourcing participants through multiple channels while maintaining panel segmentation at a highly granular level. Track and report on panel health (coverage, engagement, profile quality, and consent freshness), run re-engagement programmes, manage annual re-consent cycles, and oversee all participant onboarding, maintenance, and offboarding.  * Session Coordination: Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls. Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions.  * Incentive Fulfilment: Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards. Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance.  * Tooling & Systems Administration: Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools. Ensure all researchers and specialists have the necessary access, training, and support, serving as the first point of contact for system issues or process breakdowns.  * Data & Compliance: Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly. Ensure all participant data handling and panel communications remain strictly compliant with NDPR and applicable data protection regulations. Maintain a complete consent register, process deletion requests within regulatory timelines, and enforce data retention policies.  * Team Contribution: Contribute to the continuous improvement of research operations processes and tools, and support the onboarding of new researchers and specialists into the function's operational systems. Experience & Background * Bachelor's degree in Business Administration, Information Management, Social Sciences, Statistics, or a related field.  * 3+ years of experience in a research operations, programme coordination, or operational management role — preferably in a research, product, or technology organisation.  * Experience in qualitative and quantitative market, customer, or UX research.  * Proven ability to conduct and analyse customer interviews, usability tests, diary studies, and surveys.  * Demonstrable experience building and maintaining participant or customer panels.  * Familiarity with financial technology or a regulated consumer product environment is preferred. Skills & Competencies * System Builders: Strong process design and organisational skills with a proven ability to build sustainable systems rather than temporary workarounds.  * Data-Driven Operations: Highly comfortable with data, tracking clean metrics, detecting anomalies, and generating Finance-ready reporting without supervision.  * Regulatory Knowledge: Working knowledge of NDPR or equivalent data protection regulations, including consent management and right-to-erasure obligations.  * Project & Privacy Certifications: Project management certification (PMP, PRINCE2, or equivalent) and data protection or privacy compliance training (NDPR, GDPR, or equivalent) are preferred.  * Technical Administration: Experience administering CRM or participant management platforms, survey tools, or contact centre systems is preferred. WHAT SUCCESS LOOKS LIKE IN THIS ROLE * Panel Health: Maintaining an optimal panel size alongside strong coverage, engagement rates, profile completeness, and consent freshness across all product areas.  * Operational Execution: Achieving a high research session fulfilment rate and turnaround compliance across the entire function.  * Financial Accuracy: Ensuring incentive fulfilment speed and accuracy maintain a near-zero failure rate, with prompt resolution protocols when discrepancies occur.  * Function Efficiency: High researcher satisfaction with operational support, successfully enabling researchers to spend their time on core research rather than logistics.  * Flawless Compliance: Maintaining strict NDPR compliance with zero consent or data handling violations.

Valtech

Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience.  THE OPPORTUNITY At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries.  We are proud of:  * The work we do and the innovation we drive  * Our values of share, care and dare  * A workplace culture that fosters creativity, diversity and autonomy  * Our borderless, global framework, which enables seamless collaboration    THE ROLE   We're looking for an experienced Senior Experience Researcher to join a multi-disciplinary agile team to help deliver rapid but great-quality experiences for users. You will apply best practice in facilitating research interviews, usability tests and client workshops. You will plan ongoing user research programmes and define information architecture and interaction design solutions. You will aim to continually improve the user experience and aid the user in achieving their primary outcomes simply, while always thinking about how to add delight. As a result you build trust with your clients. You enjoy engaging with users and project partners to understand the product’s context, and synthesise your findings into easily-digestible and memorable formats for the product team. You'll also be encouraged and supported in contributing to our Design Practice.    About our Design team  As part of the team, you'll be working on products and services for some of the world’s most influential companies. UX Researchers, through to Product and Motion Designers, work in dedicated teams; anyone who has worked at a startup or in a product company will feel right at home. We are involved from planning and strategy through to execution, being an advocate for the user every step of the way. You'll help the team to make informed design decisions, placing the needs of the user and the business at the centre of every piece of work.    Designers at Valtech are:  * Designing, prototyping, and building products and services used by people every day.   * Confident using Figma, Miro, Adobe CC suite, and a variety of prototyping tools.  * Client-facing, driving the presentation of the team's latest design work.  * Inquisitive and eager to continuously improve and learn.  * Collaborative and ego-free, able to give and receive feedback to and from all team members regardless of role or level.  * Experienced in agile methodologies and software development practices.  * Actively involved in growing the team by finding and attracting talent.   Role responsibilities * Lead and facilitate discovery phases, employing a mix of research methods, workshops, and stakeholder engagement to uncover user needs and business challenges.   * Plan and conduct user research, synthesizing findings into actionable insights that inform strategy and design.  * Develop experience maps, service blueprints, and user journeys to communicate insights and define areas of opportunity.  * Work collaboratively with product managers, engineers, and other designers to align on vision, priorities, and scope.  * Translate discovery insights into compelling design concepts, prototypes, and recommendations.  * Advocate for human-centred design, influencing stakeholders and ensuring design decisions are backed by evidence.  * Facilitate co-creation sessions with stakeholders and users to explore solutions and validate ideas early.  * Define and document design principles and frameworks that guide the overall experience.  * Support usability testing, iteration, and refinement of experiences based on user feedback.  * Mentor junior designers and contribute to the continuous evolution of our design practice.  * Are a master of your craft, eager to take on tasks you've not tried before.  * Can evidence exposure to AI, automation, or emerging technologies within experience design.  * Are the gatekeeper for the quality of the products you work on.  * Encourage product teams to experiment with new ways of working.  * Explore new ways of generating ideas, bringing them to life and sharing them.  * See the big picture and give user/business context for design decisions.  * Use experience and client knowledge to spot and resolve problems.  * Up for challenging conversations if needed to get to the best product.  * Represent Valtech publicly by participating in talks, events and conferences.    ABOUT YOU You’re primarily focused on user-centred design, applying your abilities in facilitation, user research, interaction design, information architecture and user testing – amongst others. You'll enjoy engaging with users and project partners to understand the product’s context, and synthesize your findings into easily digestible formats for your team   COMMITMENT TO REACHING ALL KINDS OF PEOPLE  We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable Valtech for all.    THE BENEFITS   This is a position based in Portugal.  Beyond a competitive compensation package, we offer:  * Flexibility, with remote and hybrid work options (country-dependent)  * Career advancement, with international mobility and professional development programs  * Learning and development, with access to cutting-edge tools, training and industry experts  Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.     YOUR APPLICATION PROCESS Please share examples of your work as PDFs or online case studies with your application. We’re interested in the activities you go through as you research, test, and present your thinking and conclusions. For example; use of data, interviews, workshops, sketches, concepts, flows, experience maps, prototypes, etc. ‘Finished’ visual designs are not the only focus here. All supplied examples will be handled in complete confidence.  Once you apply, our Talent Acquisition team will review your application. Your CV should cover key information on relevant experiences and expertise. We do not require information such as age, gender, marital status, or a headshot in your application. We review all candidates based on skills, experience, and potential. ⚠️ Beware of recruitment fraud! We are committed to inclusion and accessibility. If you need reasonable accommodations during the interview process, please either indicate it in your application or let your Talent Partner know.     ABOUT VALTECH Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world.  At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more.  At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate.  Are you ready to create what’s next? Join us.