Experience Lead
✨ AI Summary
Company Overview
FairMoney is an innovative mobile banking platform focused on providing credit solutions to emerging markets. Founded in 2017 and primarily operating in Nigeria, FairMoney has attracted nearly €50 million in investment from esteemed global backers like Tiger Global and DST. The company is dedicated to developing a leading mobile banking and point-of-sale (POS) solution tailored for these markets. Initially launching a digital microcredit app for Android and iOS, FairMoney has since broadened its offerings to include various financial products like current accounts, savings accounts, and advanced POS systems. The company prides itself on its diverse workforce, with talent from over 27 nationalities committed to transforming financial services for underserved communities.
Role Overview: Experience Lead
We are seeking an Experience Lead to take charge of our customer experience strategy. This role involves mapping customer journeys, developing experience strategies, addressing recurring customer pain points, and ensuring consistent treatment across all branches.
Main Responsibilities
- Manage customer experience proactively by identifying issues before they are reported.
- Map customer journeys for key processes, analyzing current and target states.
- Develop and prioritize a roadmap for experience improvements.
- Collaborate with Product, Technology, and Business Owners to resolve customer experience challenges.
- Conduct in-app experience assessments for new and existing features.
- Standardize branch experiences through clear guidelines and evaluations.
- Translate customer feedback into actionable tasks with accountability.
- Oversee the Experience Analyst's development.
Requirements
- Experience in customer journey mapping and process enhancement.
- Ability to influence stakeholders without direct authority.
- Strong analytical skills in customer satisfaction and insights.
- Experience in physical branch operations is a plus.
- Familiarity with Lean Six Sigma or service design methodologies is advantageous.
How to Apply
To apply, candidates will undergo a screening call, followed by a technical and cultural fit interview, and a final interview with hiring managers.
Benefits
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Work From Home Opportunities
- Training and Development Programs