About the Role
FairMoney is a leading digital financial platform in Nigeria, empowering millions of users with instant loans and banking services through our intuitive Android app. We are currently looking for a strategic and customer-centric Experience Lead to own our end-to-end customer experience agenda. In this pivotal role, you will map critical user journeys, define our experience strategy, eliminate friction points, and ensure a seamless, high-quality standard of service across both our digital app and physical branch network.
Key Responsibilities- Proactively identify operational friction and service failures before they are reported by customers.
- Design and maintain comprehensive customer journey maps covering current and target states for priority products.
- Develop the overarching experience strategy and drive a prioritized roadmap for continuous improvement.
- Collaborate closely with Product, Technology, and Business teams to permanently resolve customer pain points.
- Conduct rigorous in-app experience reviews for both new releases and existing user flows.
- Standardize physical branch experiences through clear guidelines, scorecards, and regular quality assessments.
- Translate Voice of Customer (VOC) data into actionable initiatives with assigned owners and deadlines.
- Lead monthly experience reviews with business stakeholders using real customer cases and metrics.
- Manage and develop the Customer Journey Experience Dashboard and mentor the Experience Analyst.
- Demonstrated professional background in customer journey mapping, experience design, and continuous process improvement.
- Strong stakeholder management skills with the proven ability to influence Product and Technology teams without direct authority.
- Deep expertise in analyzing CSAT, VOC, and customer insights to drive business decisions.
- High analytical proficiency, comfortable working with data, metrics, and experience dashboards.
- Previous experience managing physical channels or branch customer service is a strong advantage.
- Relevant certifications such as Lean Six Sigma or formal service design training will be an added advantage.
- Competitive salary with performance-based bonuses.
- Comprehensive health insurance coverage.
- A collaborative, fast-paced work environment in the heart of Nigeria's fintech ecosystem.
- Opportunities for continuous professional development and career growth.