CX Research Operations Coordinator

About Moniepoint Group

Recognized in 2024 by the Financial Times as Africa’s fastest-growing fintech, Moniepoint serves over 10 million business and individual customers, processing substantial transaction volumes monthly. Our goal is to bring financial happiness to every African, wherever they are.

Role Overview

The CX Research Operations Coordinator acts as the essential operational support for the Customer Research team. This position supports every embedded researcher, team lead, and research specialist across product units by managing the infrastructure that enables rapid and efficient research operations. Duties include managing participant panels, coordinating sessions, administering incentives, overseeing tooling, and ensuring data compliance.

Key Responsibilities

• Develop and sustain a comprehensive participant panel characterized by active, consented individuals segmented meticulously across all product domains and customer segments.
• Design and maintain a robust recruitment pipeline sourcing participants through diverse channels while closely monitoring panel health in terms of coverage, engagement, profile quality, and consent recency.
• Coordinate all research session scheduling activities: managing invitations, reminders, confirmations, attendance tracking, rescheduling, and logistics for both individual and large-group sessions.
• Oversee the complete incentive fulfillment process, maintaining accurate ledgers and promptly addressing any fulfillment issues, alongside generating reconciliation reports for finance.
• Administer research-related tools and systems including participant management platforms, survey software, repositories, and communication tools; provide access and training, and serve as the primary support contact for tooling issues.
• Ensure strict adherence to NDPR and relevant data protection laws in all data handling and participant interactions, managing consent registers, deletion requests, and data retention policies diligently.
• Collaborate in continuously improving research operational processes and systems while supporting onboarding for new research team members.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Information Management, Social Sciences, Statistics, or closely related fields.
• At least three years of professional experience in research operations, program coordination, or operational management within research, product, or technology settings.
• Practical experience in qualitative and quantitative research methods including customer interviews, usability testing, diary studies, and survey analysis.
• Proven history of building and managing active participant or customer panels.
• Experience in fintech or regulated consumer product sectors is advantageous.

Skills and Competencies

• Exceptional abilities in system design and organizational processes aimed at sustainable operational frameworks.
• Strong aptitude for data-driven operations involving metric tracking, anomaly detection, and generating finance-ready reports independently.
• Working knowledge of NDPR or comparable data privacy regulations, specifically consent management and data erasure protocols.
• Preferred certifications include project management credentials (PMP, PRINCE2) and privacy compliance training (NDPR, GDPR, or equivalent).
• Experience administering CRM, participant management, survey, or contact center systems is desirable.

Performance Expectations

• Maintain a healthy, well-segmented participant panel with high engagement, comprehensive profiles, and current consent.
• Ensure high completion rates and timely execution of research sessions across the organization.
• Maintain accuracy and speed in incentive disbursal, minimizing failures and swiftly resolving any discrepancies.
• Provide seamless operational support that enables researchers to focus on their core functions without logistical distractions.
• Uphold uncompromising compliance with data protection regulations, avoiding any consent or data handling breaches.