Head of User Research and Customer Excellence

As Head of User Research & Customer Excellence, you will own our research and feedback strategy across squads. This is a handson 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
2. • 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 highimpact 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 underthesurface problems (dropoff points, dissatisfaction trends, operational failure loops) without waiting for prompts.
           • Help define and standardise metrics that reflect real customer experience.
           • • CrossFunctional 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.
               • • 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.

                   • Requirements

                     • 7+ years of experience in user research, customer insights, or customer excellence — ideally in fintech, mobilefirst, or fastgrowth 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 crossfunctionally 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, handson mindset — ready to build systems, not just maintain them.

                       • Benefits

                         • 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
                           • Takehome case study
                           • Hiring Manger Interview with Director of Product