Customer Experience Researcher

About the role

Moniepoint is looking for a Customer Experience (CX) Researcher to join a product team and uncover deep customer insights across its fintech products. The role sits within the product organization and works closely with product managers, engineers, and designers.

Key responsibilities

• Design and execute qualitative research methods such as in‑depth interviews, usability testing, concept testing, ethnographic and diary studies, and focus groups.
• Develop research plans, discussion guides, screeners and stimuli tailored to specific questions.
• Recruit and manage diverse participant panels, moderate sessions and extract actionable insights.
• Analyse qualitative data using thematic analysis, affinity mapping and journey mapping, and synthesize findings with quantitative and behavioural data.
• Track product‑specific customer satisfaction metrics, identify drivers of change and initiate root‑cause research when needed.
• Visit customer‑facing touchpoints to observe real interactions and gather field observations.
• Collaborate with product, design and engineering teams to embed insights into the product development process.

Required profile

• Senior Associate level capable of independently managing complex, multi‑method research projects.
• Experience mentoring junior researchers is a plus.
• Strong ability to translate rich qualitative data into clear, prioritized recommendations.

Required skills