Head of User Research and Customer Excellence - Remote

Overview

As Head of User Research & Customer Excellence, you will own our research and feedback strategy across squads, blending qualitative intuition with data fluency to improve customer outcomes.

In Short

• Build and lead FairMoney’s research function.
• Own the research calendar and balance squad needs with proactive discovery.
• Design and execute customer interviews, surveys, and field studies.
• Launch and own NPS by squad.
• Define success metrics and build reporting rituals.
• Dive into customer data using SQL and analytics tools.
• Partner with cross-functional teams to embed insights into product lifecycle.
• Build and lead a team of user researchers and insight analysts.
• Set standards for research excellence and mentor team members.

Requirements

• Experience in user research and customer feedback systems.
• Strong data analysis skills, including proficiency in SQL.
• Ability to design impactful research methodologies.
• Experience in cross-functional collaboration.
• Leadership experience in managing teams.
• Excellent communication and storytelling skills.

Benefits

• Opportunity to shape the future of mobile banking in emerging markets.
• Diverse and multicultural work environment.
• Competitive salary and benefits.
• Professional development opportunities.
• Work with a talented team from over 27 nationalities.