Customer Experience (CX) Optimization Specialist

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.