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 Description - Experience Lead
We are looking for an Experience Lead to own the customer experience agenda. This role maps our journeys, sets the experience strategy, resolves the pain points customers keep raising, reviews the in-app experience, and standardises how customers are treated across the branch network.
Roles and Responsibilities
- Proactive experience management: identifying friction and failure before customers report it.
- Customer journey mapping across priority journeys, current state and target state.
- Experience strategy and the prioritised experience improvement roadmap.
- Resolution of the experience pain points affecting customers, driven with Product, Technology and Business Owners through to closure.
- In-app experience reviews across new releases and existing flows.
- Branch experience standardisation: standards, scorecards, assessments and consistency across locations.
- Voice of Customer translated into named actions with owners and dates.
- Monthly experience reviews with Business Owners, evidenced with specific customer cases.
- The Customer Journey Experience Dashboard.
- Management and development of the Experience Analyst.
Requirements
- Strong background in customer journey mapping, experience design, and process improvement.
- Proven ability to influence Product, Technology, and Business Owners without direct authority.
- Strong CSAT, VOC, and customer insight analysis.
- Comfortable with data and dashboards.
- Branch or physical channel experience is an advantage.
- Lean Six Sigma or service design is an advantage.
MEASURED ON
- Priority journeys mapped and reviewed--------------------------------------------------- 100% on cycle
- Experience pain points with a named owner--------------------------------------------------------- 100%
- Pain points resolved within agreed timeline-----------------------------------------------90% or above
- Reduction in repeat experience complaints------------------------------------------------10% quarterly
- CSAT improvement on priority journeys------------------------------------------------------5% or above
- CSAT actions closed before next cycle-----------------------------------------------------90% or above
- Major releases with in-app experience review-------------------------------------------------------100%
- Branches assessed against experience standards------------------------------------100% on cycle
- Branch experience compliance---------------------------------------------------------------90% or above
- Pain points recurring after closure-----------------------------------------------------------------Below 5%
- Monthly Business Owner reviews completed--------------------------------------------------------100%
Benefits
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Work From Home
- Training & Development
- Screening call with a Senior Recruiter 30 minutes.
- Technical + culture fit interview with Hiring Manager
- Closing Interview with other Hiring Managers
Skills Required
- Strong background in customer journey mapping, experience design, and process improvement
- Ability to influence Product, Technology, and Business Owners without direct authority
- Strong CSAT, Voice of Customer, and customer insight analysis skills
- Comfort working with data and dashboards
- Branch or physical channel experience
- Lean Six Sigma or service design experience
What We Do
FairMoney is building the leading mobile bank for emerging markets. Our goal is to rebuild Africa's money story by offering Tier 1 digital financial services to merchants and consumers alike. In our key market; Nigeria, FairMoney is currently the Most downloaded fintech app in Nigeria with over 10 million downloads and the #1 digital bank in Nigeria. FairMoney offers a range of digital financial products including, near-instant digital loans 24/7, investment products, savings, payments, and cards directly via its mobile app. We give 10,000 loans daily (one every 8 seconds!) in Nigeria and India, and have banking operations in Nigeria, with over 6 million users. We're backed by international investors and have raised a total of $89.9M in funding, to support our development. FairMoney is unique thanks to its international exposure (with offices on 3 continents) and its impact-driven mission: we bring financial inclusion to underbanked people in emerging markets! We are a team of close to 600 people, and for most of the positions, it's possible to join FairMoney remotely or in one of our offices: in Paris, Bangalore, Lagos, and Riga. We value candidates who embrace our company values: • Growth Mindset – We believe in the power of a Growth Mindset, not fixed or static. • Big Plans, Bigger Ambitions - We make big plans, and have even Bigger Ambitions. We are here to build massive scale and drive the fintech revolution across Africa. • Talent has no passport - We believe that Talent Has No Passport. While opportunity may not be evenly distributed across the world, talent is. • Start with the Client – We Empathize with our users to optimize our impact. Many of us don’t live where our customers do - we must go in-depth to understand their pain points. Discover our other values during your discussions with the team. https://apply.workable.com/fairmoney/?lng=en
