Cx Research Team Lead

Summary

Join Moniepoint Inc., Africa's leading financial ecosystem, as their CX Research Team Lead. Lead a dedicated team in understanding customer experiences, particularly POS agents and business owners, to optimize banking products and services. Oversee the full research cycle, from understanding onboarding to analyzing daily operational flows. Manage the research repository, recruit research participants, and maintain comprehensive competitor analysis. Lead, mentor, and develop a team of researchers, prioritizing projects and allocating resources effectively. Collaborate with various teams to identify research needs and advocate for the customer's voice. Develop and refine customer personas and journey maps, maintain a prioritized list of product improvements, and implement continuous feedback mechanisms. Present actionable findings and recommendations to stakeholders.

Requirements

• Bachelor's degree in Social Sciences, Business, Marketing, Logistics, or a related field
• 5+ years of experience in customer research, market research, operational research, field research, or a related insights role, with at least 2 years in a leadership or managerial capacity
• Proven experience in conducting research within distributed networks, B2B2C models, or with field agents will make a candidate stand out
• Strong understanding of agency banking operations, mobile money, and the financial inclusion landscape
• Excellent communication skills, with the ability to connect with and understand diverse customer profiles and articulate their needs to internal teams
• Demonstrated ability to manage complex research projects in a dynamic operational environment

Responsibilities

• Translate strategic business objectives into focused research plans and projects for consumers, business owners and agency banking segments
• Oversee the full research cycle, from understanding onboarding processes to analyzing daily behavioural and operational flows and pain points
• Conduct competitor and market studies specific to agency banking, analyzing competitor agent network models, commission structures, and agent support mechanisms to identify best practices and competitive advantages
• Manage the research repository for all customer insights, raw data, and finalized reports, ensuring proper organization, accessibility, and version control
• Oversee the recruitment, maintenance, and engagement of the research participants' panel, ensuring a diverse and readily available pool for research studies
• Maintain comprehensive findings on competitor agent offerings, commission rates, and network strategies, providing insights to optimize Moniepoint's agent value proposition
• Lead, mentor, and develop a team of Customer Experience Researchers, Research Analysts, and Customer Research Associates
• Prioritize research projects and allocate team resources effectively to support agent network growth and efficiency initiatives
• Assess the quality and practical applicability of research deliverables for the agency banking domain
• Collaborate closely with product teams, sales teams, operations, customer support, and regional teams to identify key research needs related to the agent network
• Be a passionate advocate for the customer's voice within Moniepoint, ensuring their unique perspective informs product and operational decisions
• Present actionable research findings and recommendations to stakeholders, highlighting opportunities to enhance agent productivity and satisfaction
• Lead the development and ongoing refinement of detailed personas and journey maps specific to our various customer segments
• Maintain a prioritized list of improvements to existing products, particularly agency banking tools and processes, and new features for agent platforms, based on qualitative feedback, NPS, CSAT, and agent complaint data
• Implement and manage continuous feedback mechanisms for both qualitative and quantitative insights
• Work with relevant teams to ensure NPS and CSAT feedback is translated into actionable improvements for the customer experience
• Close the feedback loop with customers, particularly those who complete feedback surveys (CSAT, NPS), communicating actions taken based on their input

Preferred Qualifications

• Master's degree in a relevant field
• Experience with ethnography or contextual inquiry in underserved or rural communities
• Familiarity with agent management platforms and data analytics specific to agent networks
• Experience working with large-scale survey data

Benefits

• Attractive salary
• Pension
• Health insurance
• Annual bonus
• Plus other benefits