CX Research Operations Coordinator

About us 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 . Our mission is to enable financial happiness for every African, everywhere . About this role 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 . 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 . This is a new role, created as part of a deliberate restructure of the Customer Research function . 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 . Without this role functioning well, researchers cannot deliver on their commitments to the product teams they serve . Responsibilities Research Participant Panel Management: Build and maintain a large, standing panel of active, consented, and well-segmented research participants across all product areas and customer segments . Design and operate the participant recruitment pipeline, sourcing participants through multiple channels while maintaining panel segmentation at a highly granular level . 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 . Session Coordination: Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls . Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions . Incentive Fulfilment: Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards . Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance . Tooling & Systems Administration: Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools . 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 . Data & Compliance: Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly . Ensure all participant data handling and panel communications remain strictly compliant with NDPR and applicable data protection regulations . Maintain a complete consent register, process deletion requests within regulatory timelines, and enforce data retention policies . Team Contribution: Contribute to the continuous improvement of research operations processes and tools, and support the onboarding of new researchers and specialists into the function's operational systems . Experience & Background Bachelor's degree in Business Administration, Information Management, Social Sciences, Statistics, or a related field . 3+ years of experience in a research operations, programme coordination, or operational management role — preferably in a research, product, or technology organisation . Experience in qualitative and quantitative market, customer, or UX research . Proven ability to conduct and analyse customer interviews, usability tests, diary studies, and surveys . Demonstrable experience building and maintaining participant or customer panels . Familiarity with financial technology