Moniepoint
CXResearchOperationsCoordinator
Neural analysis suggests this role is
optimal for Mid+ candidates.
“CX Research Operations Coordinator at Moniepoint. Skills: Research operations, Operational infrastructure building, Participant panel management, Session coordination, Incentive fulfilment, Tooling administration, Data governance, NDPR compliance. Build research participant panel. Maintain research participant panel”
What You'll Achieve.
Maintain optimal panel size; Maintain panel coverage; Maintain panel engagement rates; Maintain profile completeness; Maintain consent freshness; Achieve high research session fulfilment rate; Achieve high turnaround compliance; Ensure incentive fulfilment speed; Ensure incentive fulfilment accuracy; Maintain near-zero failure rate; Prompt resolution of discrepancies; High researcher satisfaction with operational support; Enable researchers to focus on core research; Maintain strict NDPR compliance; Zero consent violations; Zero data handling violations
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
Bachelor's degree in Business Administration, 3+ years experience in research operations, 3+ years experience in programme coordination, 3+ years experience in operational management, Experience in qualitative market research, Experience in quantitative market research, Experience in customer research, Experience in UX research, Proven ability to conduct customer interviews, Proven ability to conduct usability tests, Proven ability to conduct diary studies, Proven ability to conduct surveys, Demonstrable experience building participant panels, Demonstrable experience maintaining participant panels, Demonstrable experience building customer panels, Demonstrable experience maintaining customer panels, Working knowledge of NDPR, Working knowledge of data protection regulations
Nice to Have
Experience in a research organisation, Experience in a product organisation, Experience in a technology organisation, Familiarity with financial technology, Familiarity with regulated consumer product environment, Project management certification, Data protection training, Privacy compliance training, Experience administering CRM platforms, Experience administering participant management platforms, Experience administering survey tools, Experience administering contact centre systems
What You'll Do.
Build research participant panel
Maintain research participant panel
Design participant recruitment pipeline
Operate participant recruitment pipeline
Report on panel health
Run re-engagement programmes
Manage annual re-consent cycles
Oversee participant onboarding
Oversee participant maintenance
Oversee participant offboarding
Manage scheduling for research sessions
Send participant invitations
Send participant reminders
Send participant confirmations
Coordinate logistics for large-group sessions
Manage participant incentive lifecycle
Maintain incentive ledger
Resolve fulfilment failures
Produce incentive reconciliation reports
Administer research function tooling stack
Ensure researcher system access
Provide researcher system training
Provide researcher system support
Serve as first point of contact for system
Serve as first point of contact for process
Maintain customer satisfaction data
Flag significant data changes
Ensure participant data handling compliance
Ensure panel communications compliance
Process deletion requests
Enforce data retention policies
Contribute to continuous improvement of research operations
Support onboarding of new researchers
How You'll Work.
Team & Collaboration
Support embedded researchers; Support research team leads; Support research specialists; Serve product org units; Serve Moniepoint's product teams; Serve Moniepoint's customers
Process & Methodology
Project management, Programme coordination
Full Job Description
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 c
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