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

Robinhood

JOIN US IN BUILDING THE FUTURE OF FINANCE. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. ABOUT THE TEAM + ROLE We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.  The Business Talent Acquisition team partners with non-technical organizations such as Financial Operations, CX, Corporate, Marketing, and Legal, to hire the talent needed to support and scale Robinhood’s operations. The team works closely with hiring leaders to plan hiring efforts, build strong candidate pipelines, and deliver a consistent and thoughtful hiring process. You’ll contribute to a team that values clear communication, strong partnership, and continuous improvement in how we hire! As a Senior Business Recruiter, you will manage full-cycle recruiting across a range of corporate roles while helping teams hire efficiently and thoughtfully. You’ll partner with hiring managers to define role requirements, develop sourcing strategies, and maintain steady pipeline activity. You will also collaborate with other recruiters to share insights, improve workflows, and keep hiring processes moving forward. This role offers the opportunity to support both targeted searches and broader hiring initiatives while helping shape scalable recruiting practices. This role is based in our Chicago, IL, Menlo Park, CA, and New York, NY offices, with in-person attendance expected at least 3 days per week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.  WHAT YOU’LL DO * Manage full-cycle recruiting for roles across select Business teams, from initial outreach through offer acceptance * Build and maintain candidate pipelines using research, outreach, and sourcing strategies beyond inbound applications * Partner with hiring managers to define role requirements, align on candidate profiles, and provide updates on hiring progress * Collaborate with recruiters working on similar roles to share pipeline insights, coordinate interview activity, and improve hiring efficiency * Use tools such as Greenhouse, Gem, and AI-supported sourcing tools to track candidates, organize workflows, and improve outreach effectiveness WHAT YOU BRING * 5+ years of full-cycle recruiting experience, including experience hiring for corporate or business roles * Experience sourcing and engaging passive candidates using research, outreach, and recruiting tools * Ability to partner with hiring managers and provide clear updates on pipeline activity, challenges, and hiring progress * Experience using an applicant tracking system (such as Greenhouse) and sourcing tools (such as Gem or similar platforms) * Ability to manage multiple roles at once and adapt to changing hiring priorities while maintaining organized workflows * Comfort using AI tools in recruiting workflows, with an interest in testing new tools to improve sourcing, research, and candidate engagement WHAT WE OFFER * Challenging, high-impact work to grow your career. * Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching. * Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents. * Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more. * Employer-paid life & disability insurance, fertility benefits, and mental health benefits. * Time off to recharge including company holidays, paid time off, sick time, parental leave, and more! * Exceptional office experience with catered meals, events, and comfortable workspaces. In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits. Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $128,000—$150,000 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $112,000—$132,000 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $99,000—$117,000 USD Click here to learn more about our Total Rewards, which vary by region and entity. If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application. Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.