Customer Experience Optimization Specialist

FairMoney

CX Optimization Specialist responsible for customer experience reporting and process improvement at FairMoney. Collaborating with Product and Engineering for optimizing CX initiatives.

Posted 7/22/2026full-timeLagos • 🇳🇬 NigeriaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CX Operational Reporting, utilizing SQL, BigQuery, and Tableau for automated reporting and dashboard creation. Proven ability to drive process improvements and manage stakeholder relationships within a Customer Experience or Contact Centre environment.

Highest-signal resume keywords

SQLBigQueryTableau Dashboard DevelopmentFreshdesk/Freshchat/Freshcaller AdministrationCX Operations Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLBigQueryTableau Dashboard DevelopmentCX OperationsProcess ImprovementWorkflow AutomationAPI IntegrationChatbot ExperienceCustomer ExperienceContact Centre Experience

Soft Skills

Stakeholder ManagementProject Coordination

Tools & Technologies

Freshworks SuiteFreshdeskFreshchatFreshcaller

Industry Keywords

FintechBankingDigital Financial Services

Tech Stack

Tools & technologies

BigQuerySQLTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Private Health Insurance
Performance Bonus
Pension Plan
Training & Development