Experience Lead

About FairMoney

FairMoney is a trailblazing mobile banking platform established in 2017, focusing on extending credit services within emerging markets, primarily Nigeria. Backed by nearly c50 million in investments from reputed global financiers such as Tiger Global, DST, and Flourish Ventures, the company is dedicated to building a leading mobile banking and point-of-sale (POS) solution customized for underserved regions. Initially launched as a digital microcredit app on Android and iOS, FairMoney has expanded to offer a broad array of financial products including current and savings accounts, debit cards, and cutting-edge POS options for merchants and agents. The company values its multicultural workforce hailing from over 27 countries, fueling its mission to revolutionize financial services for underserved demographics.

Role Summary

The Experience Lead will spearhead the customer experience agenda, overseeing journey mapping, experience strategy formulation, resolution of customer pain points, in-app user experience assessments, and standardization of service delivery across branch offices.

Key Responsibilities

• Proactively identifying customer experience issues before they are reported.
• Mapping customer journeys for prioritized processes, analyzing current and desired states.
• Developing and prioritizing an experience enhancement roadmap.
• Collaborating with Product, Technology, and Business Owners to resolve customer experience challenges through to completion.
• Conducting reviews of in-app experiences for both new releases and existing workflows.
• Implementing experience consistency standards, scorecards, and evaluations across branch locations.
• Translating the Voice of Customer feedback into specific ownership actions with deadlines.
• Organizing monthly experience review sessions with Business Owners, supported by concrete customer case examples.
• Managing the Customer Journey Experience Dashboard.
• Leading and mentoring the Experience Analyst role.

Candidate Requirements

• Expertise in customer journey mapping, experience design, and process optimization.
• Capable of influencing cross-functional stakeholders such as Product, Technology, and Business Owners without formal authority.
• Proficient in analyzing CSAT, Voice of Customer, and other customer insights.
• Comfortable interpreting data and utilizing dashboards.
• Experience with branch or physical retail channels is advantageous.
• Familiarity with Lean Six Sigma methodologies or service design principles is a plus.

Performance Metrics

• Complete 100% mapping and review of priority journeys within the cycle.
• Ensure all experience pain points have designated owners (100%).
• Achieve resolution of pain points within established timelines at a rate of 90% or higher.
• Reduce repeat customer complaints related to experience by at least 10% quarterly.
• Improve CSAT scores on priority journeys by 5% or more.
• Close 90% or more of CSAT-related actions before subsequent review cycles.
• Perform in-app experience reviews for 100% of major releases.
• Assess 100% of branches against experience standards each cycle.
• Maintain branch experience compliance of 90% or above.
• Limit recurrence of closed pain points to below 5%.
• Conduct 100% monthly review meetings with Business Owners.

Compensation & Benefits

• Private Health Insurance coverage.
• Pension scheme participation.
• Paid leave entitlements.
• Opportunity to work from home.
• Access to training and professional development programs.

Recruitment Process

• Initial 30-minute screening call with a senior recruiter.
• Technical and cultural fit interviews with the hiring manager.
• Final interviews with additional hiring managers.