CX Research Operations Coordinator

Job description

About this role

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 .

Responsibilities

• - Session Coordination: Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls . Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions .
• - Incentive Fulfilment: Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards . Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance .
• - Tooling & Systems Administration: Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools . Ensure all researchers and specialists have the necessary access, training, and support, serving as the first point of contact for system issues or process breakdowns .
• - Data & Compliance: Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly . Ensure all participant data handling and panel communications remain strictly compliant with NDPR and applicable data protection regulations . Maintain a complete consent register, process deletion requests within regulatory timelines, and enforce data retention policies .
• - Team Contribution: Contribute to the continuous improvement of research operations processes and tools, and support the onboarding of new researchers and specialists into the function's operational systems .

Qualifications and requirements

• - System Builders: Strong process design and organisational skills with a proven ability to build sustainable systems rather than temporary workarounds .
• - Data-Driven Operations: Highly comfortable with data, tracking clean metrics, detecting anomalies, and generating Finance-ready reporting without supervision .
• - Regulatory Knowledge: Working knowledge of NDPR or equivalent data protection regulations, including consent management and right-to-erasure obligations .
• - Project & Privacy Certifications: Project management certification (PMP, PRINCE2, or equivalent) and data protection or privacy compliance training (NDPR, GDPR, or equivalent) are preferred .
• - Technical Administration: Experience administering CRM or participant management platforms, survey tools, or contact centre systems is preferred .