Customer Experience (CX) Optimization Lead

About the company

FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily within Nigeria, and it has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.

In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.**FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities. **To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch an informative video.

Role Summary:

This role sits within the CX team and will be responsible for CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and driving cross-functional initiatives with Product and Engineering.

Key Responsibilities:

• Own CX operational reporting and dashboards.
• Build automated reports using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives.
• Partner with Product and Engineering to resolve customer pain points and implement improvements.
• Lead weekly CX governance meetings and track action items to closure.
• Monitor CX KPIs / OKRs and identify improvement opportunities.

Requirements

• Bachelor's degree in a relevant field.
• 3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
• Strong SQL and BigQuery experience.
• Strong Tableau dashboard development experience.
• Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
• Strong stakeholder management and project coordination skills.
• Experience working with Product and Engineering teams.
• Experience in a Customer Experience or Contact Centre environment is an added advantage.

Nice to Have:

• Chatbot/conversational AI experience.
• Workflow automation and API integration experience.
• Fintech, banking, or digital financial services experience.

Benefits

• Private Health Insurance
• Performance Bonus
• Pension Plan
• Training & Development

Recruitment Process

• A screening call with a member of the recruitment team for 30 minutes.

• Technical interview with the hiring manager for 30 to 60 minutes.