CX Research Operations Coordinator

<p><span data-path-to-node="3,0"><strong data-path-to-node="3,0" data-index-in-node="0">About us</strong> </span></p> <p><span data-path-to-node="3,2"><span class="citation-81">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</span></span><span data-path-to-node="3,4">. </span><span data-path-to-node="3,6"><span class="citation-80">Our mission is to enable financial happiness for every African, everywhere</span></span><span data-path-to-node="3,8">.</span></p> <p id="p-rc_c54c9374739415f0-21" data-path-to-node="5"><span data-path-to-node="5,0"><strong data-path-to-node="5,0" data-index-in-node="0">About this role</strong> </span><span data-path-to-node="5,2"><span class="citation-79">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</span></span><span data-path-to-node="5,4">. </span><span data-path-to-node="5,6"><span class="citation-78">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</span></span><span data-path-to-node="5,8">.</span></p> <p id="p-rc_c54c9374739415f0-22" data-path-to-node="6"><span data-path-to-node="6,1"><span class="citation-77">This is a new role, created as part of a deliberate restructure of the Customer Research function</span></span><span data-path-to-node="6,3">. </span><span data-path-to-node="6,5"><span class="citation-76">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</span></span><span data-path-to-node="6,7">. </span><span data-path-to-node="6,9"><span class="citation-75">Without this role functioning well, researchers cannot deliver on their commitments to the product teams they serve</span></span><span data-path-to-node="6,11">.</span></p> <p data-path-to-node="8"><strong data-path-to-node="8" data-index-in-node="0">Responsibilities</strong></p> <ul> <li id="p-rc_c54c9374739415f0-23" data-path-to-node="9,0,1"><span data-path-to-node="9,0,1,0"><strong data-path-to-node="9,0,1,0" data-index-in-node="0"><span class="citation-74">Research Participant Panel Management:</span></strong><span class="citation-74"> Build and maintain a large, standing panel of active, consented, and well-segmented research participants across all product areas and customer segments</span></span><span data-path-to-node="9,0,1,2">. </span><span data-path-to-node="9,0,1,4"><span class="citation-73">Design and operate the participant recruitment pipeline, sourcing participants through multiple channels while maintaining panel segmentation at a highly granular level</span></span><span data-path-to-node="9,0,1,6">. </span><span data-path-to-node="9,0,1,8"><span class="citation-72">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</span></span><span data-path-to-node="9,0,1,10">.</span> </li> <li id="p-rc_c54c9374739415f0-24" data-path-to-node="9,1,1"><span data-path-to-node="9,1,1,0"><strong data-path-to-node="9,1,1,0" data-index-in-node="0"><span class="citation-71">Session Coordination:</span></strong><span class="citation-71"> Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls</span></span><span data-path-to-node="9,1,1,2">. </span><span data-path-to-node="9,1,1,4"><span class="citation-70">Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions</span></span><span data-path-to-node="9,1,1,6">.</span> </li> <li id="p-rc_c54c9374739415f0-25" data-path-to-node="9,2,1"><span data-path-to-node="9,2,1,0"><strong data-path-to-node="9,2,1,0" data-index-in-node="0"><span class="citation-69">Incentive Fulfilment:</span></strong><span class="citation-69"> Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards</span></span><span data-path-to-node="9,2,1,2">. </span><span data-path-to-node="9,2,1,4"><span class="citation-68">Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance</span></span><span data-path-to-node="9,2,1,6">.</span> </li> <li id="p-rc_c54c9374739415f0-26" data-path-to-node="9,3,1"><span data-path-to-node="9,3,1,0"><strong data-path-to-node="9,3,1,0" data-index-in-node="0"><span class="citation-67">Tooling & Systems Administration:</span></strong><span class="citation-67"> Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools</span></span><span data-path-to-node="9,3,1,2">. </span><span data-path-to-node="9,3,1,4"><span class="citation-66">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</span></span><span data-path-to-node="9,3,1,6">.</span> </li> <li id="p-rc_c54c9374739415f0-27" data-path-to-node="9,4,1"><span data-path-to-node="9,4,1,0"><strong data-path-to-node="9,4,1,0" data-index-in-node="0"><span class="citation-65">Data & Compliance:</span></strong><span class="citation-65"> Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly</span></span><span data-path-to-node="9,4,1,2">. </span><span data-path-to-node="9,4,1,4"><span class="citation-64">