Experience Lead

Company Overview

FairMoney is an innovative mobile banking organization focused on providing credit solutions to emerging markets since 2017. Based primarily in Nigeria, the company has attracted close to €50 million in funding from reputable global investors like Tiger Global, DST, and Flourish Ventures. FairMoney is building a leading mobile banking and POS platform designed for emerging market needs, offering diverse financial products that include digital microcredit apps, current and savings accounts, debit cards, and advanced POS tools for merchants and agents. The company champions a multicultural workforce representing over 27 nationalities, all working toward transforming financial services access for underserved communities.

Role Overview

The Experience Lead will spearhead FairMoney's customer experience initiatives by mapping customer journeys, shaping the experience strategy, addressing recurring customer pain points, and ensuring a consistent experience across both digital and physical channels, including the branch network.

Key Responsibilities

• Proactively identifying potential friction points and failures before customers report issues.
• Mapping customer journeys across prioritized interactions and defining current versus target states.
• Developing and executing a prioritized roadmap to enhance customer experience.
• Collaborating with Product, Technology, and Business Owners to resolve experience-related challenges promptly.
• Reviewing the in-app experience across new software releases and existing user flows.
• Standardizing branch experience through standards, scorecards, assessments, and ensuring consistency at all locations.
• Translating customer feedback and voice of customer data into actionable initiatives with assigned ownership and deadlines.
• Conducting monthly experience review meetings with Business Owners, supported by concrete customer case examples.
• Maintaining and delivering reports such as the Customer Journey Experience Dashboard.
• Managing and guiding the work of the Experience Analyst.

Required Qualifications and Skills

• Demonstrated expertise in customer journey mapping, experience design, and process improvement methodologies.
• Proven capability to influence stakeholders across Product, Technology, and Business teams without direct authority.
• Proficient in analyzing customer satisfaction metrics, voice of customer (VOC), and other customer insights.
• Comfortable working with data metrics and dashboards to measure performance.
• Experience with branch or physical channel operations is advantageous.
• Familiarity with Lean Six Sigma or service design approaches is a plus.

Performance Metrics

• 100% of priority customer journeys mapped and reviewed as scheduled.
• All identified customer pain points assigned to responsible owners.
• At least 90% of pain points resolved within agreed timelines.
• Achieve a minimum 10% quarterly reduction in repeat customer complaints.
• Improve customer satisfaction (CSAT) scores on priority journeys by 5% or more.
• Close 90% or more of CSAT action items before the next review cycle.
• Conduct 100% in-app experience reviews for major software releases.
• Assess 100% of branches against experience standards each cycle.
• Achieve at least 90% compliance with branch experience standards.
• Ensure recurrence of pain points after resolution remains below 5%.
• Complete 100% of monthly Business Owner experience review meetings.

Benefits

• Private health insurance coverage.
• Pension plan enrollment.
• Paid time off for employees.
• Opportunities for remote work.
• Access to training and professional development.

Recruitment Process

• Initial 30-minute screening call with Senior Recruiter.
• Technical and cultural fit interview with Hiring Manager.
• Final interview with additional Hiring Managers.