Automation Voice / Chat Bot Manager (Digital Money) at CashXpress Nigeria Limited

CashXpress Nigeria Limited is a fast paced fintech company in Lagos, Nigeria.

We are recruiting to fill the position below:

Job Title: Automation Voice / Chat Bot Manager (Digital Money)

Location: Lagos
Employment Type: Full-time

Role overview

• A cross-functional product leadership role responsible for designing, building, and shipping automation-enabled chat and voice chat experiences.
• This role blends text-based chat automation (chatbots, messaging workflows) with voice-enabled automation (IVR, voice assistants, speech-enabled dialogues) to create seamless multi-channel customer interactions.

Key responsibilities

• Define product strategy and roadmap for automated chat and voice chat capabilities across channels (text, voice, IVR).
• Gather and prioritize requirements from stakeholders (customers, sales, support, operations, compliance) and translate them into user stories and specifications.
• Lead end-to-end product lifecycle: discovery, prototyping, testing, iteration, and release.
• Collaborate with UX designers to craft intuitive chat and voice interfaces and withdata analytics/ engineersfrom HOto improve NLP, ASR, NLU, dialogue management, TTS, and orchestration betweenscript,text and voice flows.
• Work with engineering teams to implement, monitor, and optimize automated conversation flows, error handling, fallbacks, and cross-channel handoffs.
• Establish KPI and track success metrics (adoption, user satisfaction, automation coverage, cost savings, latency, escalation rates) and drive data-driven improvements.

Required skills and qualifications

• Product management experience in chatbots, voicebots and assistants, IVR, or automation.
• Strong understanding of natural language processing (NLP), speech recognition (ASR), NLU, dialogue management, TTS, and multi-turn conversation design.
• Experience with multi-channel experience design and user research for chat and voice interfaces.
• Data-driven mindset with the ability to defineKPIs,analyzeusage data, and run experiments (A/B testing, multivariate testing).
• Technical aptitude to collaborate with engineering, data science, and platform teams; familiarity withCRMs, cloud services, and deployment pipelines.
• Excellent communication, stakeholder management, and prioritization skills.

Nice-to-have:

• Experience with omnichannel orchestration, CRM integration, and contactcentreplatforms.
• Knowledge of regulatory requirements for voice and chat data in target markets.
• Experience in prototyping, demos, and customer-facing showcases of conversational automation.
• Typical deliverablesIntegrated product roadmap and backlog for chat and voice automation features.
• Detailed user stories, acceptance criteria, and flow diagrams for multi-channel experiences.
• Prototypes and demos of combined chat and voice scenarios and automated workflows.
• Metrics dashboards covering adoption, latency, success rates, cost impact, and cross-channel handoffs.Developer, designer, and customer-facing documentation.

Application Closing Date
20th February, 2026.