---
title: 'CX Research Operations Coordinator at Moniepoint'
canonical: 'https://feeny.ai/job/cx-research-operations-coordinator-moniepoint-lagos-jar106kqywmx'
type: 'job'
last_seen: '2026-09-12'
---

# CX Research Operations Coordinator at Moniepoint

- **Company:** Moniepoint
- **Location:** Lagos, Nigeria
- **Posted:** 2026-06-02
- **Last confirmed live:** 2026-09-12
- **Apply:** https://job-boards.eu.greenhouse.io/moniepoint/jobs/4880858101

## Job description

## About us

Ranked in 2024 by the Financial Times, Moniepoint is Africa’s fastest growing fintech, trusted by over 10 million business and individual accounts, processing billions of Naira’s in transactions monthly. Our mission is to enable financial happiness for every African, everywhere.

About this role The Research Operations Coordinator is the operational backbone of the Customer Research function, supporting every embedded researcher, team lead, and research specialist across all product org units. The role owns the infrastructure that allows the research function to operate at pace — participant panel management, session coordination, incentive fulfilment, tooling administration, and data governance.

This is a new role, created as part of a deliberate restructure of the Customer Research function. You will be building the operational infrastructure from scratch — and the quality of what you build will determine how effectively the entire function serves Moniepoint's product teams and its customers. Without this role functioning well, researchers cannot deliver on their commitments to the product teams they serve.

## Responsibilities

- Research Participant Panel Management: Build and maintain a large, standing panel of active, consented, and well-segmented research participants across all product areas and customer segments. Design and operate the participant recruitment pipeline, sourcing participants through multiple channels while maintaining panel segmentation at a highly granular level. Track and report on panel health (coverage, engagement, profile quality, and consent freshness), run re-engagement programmes, manage annual re-consent cycles, and oversee all participant onboarding, maintenance, and offboarding.
- Session Coordination: Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls. Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions.
- Incentive Fulfilment: Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards. Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance.
- Tooling & Systems Administration: Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools. Ensure all researchers and specialists have the necessary access, training, and support, serving as the first point of contact for system issues or process breakdowns.
- Data & Compliance: Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly. Ensure all participant data handling and panel communications remain strictly compliant with NDPR and applicable data protection regulations. Maintain a complete consent register, process deletion requests within regulatory timelines, and enforce data retention policies.
- Team Contribution: Contribute to the continuous improvement of research operations processes and tools, and support the onboarding of new researchers and specialists into the function's operational systems.

## Experience & Background

- Bachelor's degree in Business Administration, Information Management, Social Sciences, Statistics, or a related field.
- 3+ years of experience in a research operations, programme coordination, or operational management role — preferably in a research, product, or technology organisation.
- Experience in qualitative and quantitative market, customer, or UX research.
- Proven ability to conduct and analyse customer interviews, usability tests, diary studies, and surveys.
- Demonstrable experience building and maintaining participant or customer panels.
- Familiarity with financial technology or a regulated consumer product environment is preferred.

## Skills & Competencies

- System Builders: Strong process design and organisational skills with a proven ability to build sustainable systems rather than temporary workarounds.
- Data-Driven Operations: Highly comfortable with data, tracking clean metrics, detecting anomalies, and generating Finance-ready reporting without supervision.
- Regulatory Knowledge: Working knowledge of NDPR or equivalent data protection regulations, including consent management and right-to-erasure obligations.
- Project & Privacy Certifications: Project management certification (PMP, PRINCE2, or equivalent) and data protection or privacy compliance training (NDPR, GDPR, or equivalent) are preferred.
- Technical Administration: Experience administering CRM or participant management platforms, survey tools, or contact centre systems is preferred.

What success looks like in this role

- Panel Health: Maintaining an optimal panel size alongside strong coverage, engagement rates, profile completeness, and consent freshness across all product areas.
- Operational Execution: Achieving a high research session fulfilment rate and turnaround compliance across the entire function.
- Financial Accuracy: Ensuring incentive fulfilment speed and accuracy maintain a near-zero failure rate, with prompt resolution protocols when discrepancies occur.
- Function Efficiency: High researcher satisfaction with operational support, successfully enabling researchers to spend their time on core research rather than logistics.
- Flawless Compliance: Maintaining strict NDPR compliance with zero consent or data handling violations.

## About Moniepoint

## Company Overview
- **One-liner**: Moniepoint provides an all-in-one payments, banking, credit, and business management platform for businesses and their customers in emerging markets, primarily Nigeria and Africa.
- **Entity Type**: Private (backed by major global venture capital funds)
- **Headquarters**: London, UK (with offices in Lagos, Nairobi, and the US)
- **Founded**: 2015
- **Founders**: Not publicly listed on the main site; the company is the parent of TeamApt Ltd and Moniepoint MFB

## Core Business
- **Primary industry/industries**: Fintech, Financial Services, Payments, Banking, Credit
- **Target customers**: B2B (primarily Micro, Small, and Medium Enterprises (MSMEs) and their employees and customers), B2C (individuals)
- **Mission or purpose statement**: "Financial happiness for every African, everywhere"

## Products & Services
- **Payments**: Digital payment acceptance infrastructure and distribution networks that democratise payment acceptance, including POS terminals. Moniepoint is Nigeria’s largest offline merchant acquirer, powering most of the country's POS transactions.
- **Credit**: Loans to business owners based on transaction history (not collateral) to help finance inventory and expand businesses.
- **Banking**: Business and personal banking solutions enabling instant transactions, bill payments, and financial management.
- **Business Management**: Operational tools like expense cards, accounting, and book-keeping solutions for businesses.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company)
- **Key Metric**: Total Funding - The company has raised significant capital from top-tier investors. It processes over $17 billion in Total Payment Volume (TPV) monthly and supports over 10 million customers (business and individual accounts) and 4 million active merchants.
- **Notable Investors/Partners**: QED, British International Investment (BII), FMO, LeapFrog Investments, and other leading global venture capital funds.
- **Growth Signals**: Named "Africa's fastest growing financial institution" (2023-2025). Processes $12-17 billion monthly through digital payment channels. Serves 60 million unique cards on its POS terminals each quarter. Has a network of 40,000 field agents.

## Competitive Advantages
- **Integrated "Operating System"**: Moniepoint has built a fully integrated, end-to-end platform tailored specifically to Nigeria’s informal and cash-reliant economy. This is a massive moat.
- **Hybrid Model**: A unique combination of advanced technology, a nationwide agent network (40,000 field agents), and widespread POS terminal deployment that enables financial access even in rural areas.
- **Data-Driven Credit**: Offers loans based on transaction history rather than collateral, unlocking credit for the underserved. Roughly a third of its MSME customers are receiving loans for the first time.
- **Market Dominance**: As Nigeria's largest merchant acquirer, it has a deep, defensible network effect.

## Strategic Focus
- **Deepening Financial Inclusion**: Continuing to expand access to payments, credit, and banking for underbanked populations and MSMEs across Africa.
- **Scaling the Platform**: Growing the number of merchants, agents, and individual customers on its all-in-one platform.
- **Product Expansion**: Adding more business management and operational tools to become the "operating system" for African businesses.

## Why Work Here
- **Culture**: Described as a "dream team" culture with values of **Technical Depth, Empathy, Integrity, Grit, No Ego, and Candour**. The company emphasizes a flat organizational structure where "every voice matters" and "everyone is an extension of our team."
- **Work Model**: Moniepoint Inc. is a fully remote tech company with a diverse workforce worldwide. (Note: Some roles may be location-specific, e.g., Lagos or Nairobi).
- **Perks & Benefits**: Competitive salary, health insurance, pension, paid leave days, mental health & crisis support, team building activities, and "Dope Merch!" The work is described as a "portfolio of projects that matter."
- **Interview Process**: A multi-stage process including a Preliminary Phone Screen, a Technical Assessment/Case Study, a Panel Interview, and an Executive/Final Interview.

## Sources
1. [Moniepoint.com](https://www.moniepoint.com/)
2. [Moniepoint Careers Page](https://job-boards.eu.greenhouse.io/moniepoint)
3. [Moniepoint Culture Page](https://www.moniepoint.com/culture)
4. [LeapFrog Investments - Moniepoint](https://leapfroginvest.com/company/moniepoint/)

## Other roles at Moniepoint

- [Senior Quality Assurance Engineer](https://feeny.ai/job/senior-quality-assurance-engineer-moniepoint-kenya-pakistan-poland-portugal-v6g4pez5bf2n) — Kenya / Pakistan / Poland / Portugal / South Africa / Spain
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-pakistan-rnqcyfrk5mjz) — Pakistan
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-south-africa-8qbm27rzgnmx) — South Africa
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-kenya-crrq10v158dm) — Kenya
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-portugal-2xk6fp13szan) — Portugal
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-spain-n6zqqckczmqr) — Spain
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-poland-jrn04j5mwth9) — Poland
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-india-3cvpa1dpkdck) — India
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-london-bysw1dr7qqjf) — London, United Kingdom
- [Head of Engineering, Rewards](https://feeny.ai/job/head-of-engineering-rewards-moniepoint-nigeria-tb78h4c8jcma) — Nigeria