Customer Experience (CX) Optimization Specialist at Fairmoney Microfinance Bank

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Title: Customer Experience (CX) Optimization Specialist

Location: Lagos
Job type: Full time (Hybrid)

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
• Pension Plan
• Training & Development
• Performance Bonus.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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.