Chief of Customer satisfaction & insights lead at Fairmoney Microfinance Bank in Lagos

Position Overview

• As Chief of User Analysis & Client Superiority, you will own our analysis and response plan across squads.
• This is a practical executive function for someone who blends qualitative intuition with data fluency, and can proactively recognize avenues to enhance client results not just react to requests.
• You will initiate our NPS programme, build a ability to scale findings engine, and collaborate directly with Product, Ops, and Engineering to embed analysis into how we build.

Team lead:

Build and head a team of user researchers and findings analysts Set guidelines for analysis superiority and narrative creation. Train team members on methods, data usage, and participant shape

Qualifications

• 7+ years of expertise in user analysis, client findings, or client superiority — preferably in financial technology, mobile-first, or efficient-growth environments
• Established history designing and initiating client response programs (NPS, CSAT, etc.) from scratch
• Robust competence in SQL and trust operating directly with data
• Expertise blending qualitative analysis with quantitative findings for narrative creation and prioritisation
• Strong insight of Nigerian and African digital clients, preferably through site work and behavioural analysis
• Track document of operating cross-operationally to embed findings into tangible product and processes results
• Clear, brief speaker who can shape top level participants and bring the client's voice into plan conversations
• Entrepreneurial, practical mentality — prepared to build operational structures, not just preserve them.

Perks

• Private Health Coverage
• Pension Strategy
• PTO
• Telecommuting
• Development & Development Programs.

Talent acquisition

• Human resources screening with Top level Talent scout
• PM interview with Top level PMs
• Take-home case study
• Recruiting Manger Interview with Director of Product.