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 CX Researcher is responsible for conducting in-depth qualitative and mixed-methods research to uncover customer behaviours, motivations, needs, and pain points across Moniepoint's products and services. The role is embedded directly within a product org unit, working alongside product managers, engineers, and designers as a full member of the team. The CX Researcher translates rich customer insight into prioritized, actionable recommendations and advocates for the customer voice throughout the product development process. At the Senior Associate level, the CX Researcher independently manages complex research initiatives and may mentor junior team members. RESPONSIBILITIES * Research Design & Execution: Design and execute qualitative research methods including in-depth interviews (IDIs), usability testing, concept testing, ethnographic studies, diary studies, and focus groups. Lead the design and execution of complex, multi-method research projects with minimal supervision. Develop comprehensive research plans, discussion guides, screeners, and stimuli tailored to specific research questions. Recruit and manage participants for research studies, ensuring diverse and representative samples. Facilitate and moderate engaging research sessions, expertly eliciting deep insights from participants. Conduct continuous customer discovery as a standing practice — not only when studies are formally commissioned. * Data Analysis & Synthesis: Analyse qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping. Synthesise findings from qualitative, quantitative, and behavioural data sources into clear, concise, and compelling outputs. Prioritise research findings using structured frameworks to distinguish critical unmet needs from performance gaps and opportunity areas. Identify key customer pain points, unmet needs, and opportunities for product improvement. * Customer Satisfaction & Journey Ownership: Track and analyse customer satisfaction metrics for the product journeys owned by your org unit, identifying what is driving movement in either direction. Initiate timely root cause research when satisfaction signals indicate a problem — without waiting to be asked. Visit customer-facing touchpoints (e.g. support centres) regularly to observe real interactions and supplement digital research with field observation. Collect and synthesise feedback from commercial and relationship-facing teams in your geography. * Insight Dissemination & Advocacy: Collaborate closely with product managers, UX designers, engineers, and other stakeholders to integrate research insights into product development processes. Communicate research findings and actionable recommendations effectively to both technical and non-technical audiences. Deliver all research output as structured, prioritised insight — not unprocessed data or narrative reports. Track the status of your recommendations — which have been acted on, which have been declined, and why — and follow up accordingly. Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization. * Community of Practice & Team Contribution: Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research function. Mentor and provide guidance to junior team members, sharing best practices and fostering skill development. Participate actively in team knowledge sharing and contribute to building a strong research culture across the function. EXPERIENCE & BACKGROUND * 4+ years of experience in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently.  * Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data.  * Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field. * Master's degree in a relevant field (Preferred). * Experience with mixed-methods research, combining qualitative and quantitative data (Preferred). * Familiarity with financial technology (fintech) or banking products and services (Preferred). SKILLS & COMPETENCIES * Excellent interviewing, moderation, and observation skills.  * Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively.  * Empathy, curiosity, and a passion for understanding people and their experiences.  * Ability to work collaboratively in a fast-paced, agile, embedded team environment.  * Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred).  * Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred). WHAT SUCCESS LOOKS LIKE IN THIS ROLE * Quality and depth of customer insights generated and shared with product teams.  * Positive movement in customer satisfaction metrics for the journeys owned by the researcher's org unit.  * High rate at which research recommendations are acted on by product teams.  * Consistency of customer contact — ongoing, not episodic.  * Timeliness and effectiveness of research project execution within agreed turnaround windows.  * Stakeholder satisfaction with research collaboration and insight quality

Description Headquarters Location: South San Francisco, CA, Company relocating to Emeryville, CA Fall of 2026 Candidate Location: Onsite Travel Required: 5% Reports To: Associate Director, Facilities & Laboratory Operations Department: Facilities Position Type: Temporary (6 months), Full-time, Non-Exempt About CytomX Therapeutics: CytomX Therapeutics, Inc. is committed to changing the treatment of cancer with our novel PROBODY® therapeutic platform. Our commitment to transforming lives with safer, more effective therapies is driven by our curiosity and passion for innovation and our belief that by acting with integrity in an honest, respectful, ethical manner, we have the power to change lives. Our workplace embodies collaboration, open communication, celebrating our successes, and holding each other to the highest possible standards. CytomX’s robust and differentiated pipeline comprises therapeutic candidates across multiple treatment modalities including antibody-drug conjugates (“ADCs”), T-cell engagers, and immune modulators such as cytokines. CytomX’s clinical-stage pipeline includes CX-2051 and CX-801. Learn more at www.cytomX.com . Who You Are and What You’ll Do: You are passionate about life sciences and making a difference to cancer patients, their families, and healthcare providers . You are a highly organized, proactive, and solutions-oriented Manager who thrives in a fast-paced biotechnology environment and can effectively manage competing priorities with sound judgment and minimal oversight. In this role, you will oversee the day-to-day laboratory and facilities operations that support CytomX's Research organization. You will develop and manage operational programs for laboratory operations, inventory and consumables, stockroom management, laboratory equipment, facilities services, vendor management, and operational compliance while driving continuous process improvements to ensure safe, efficient, and uninterrupted laboratory operations. You will also support infrastructure projects, laboratory relocations, and other operational initiatives across CytomX facilities. Job Responsibilities: Oversee daily laboratory operations, including workspace readiness, stockroom organization, consumables management, equipment coordination, and uninterrupted support for research activities. Coordinate equipment maintenance, calibration, certification, repairs, service visits, and monitoring for laboratory equipment, freezers, and refrigerators. Serve as a primary point of contact for facilities coordination, including service requests, vendor scheduling, preventative maintenance, workspace readiness, access coordination, signage, furniture, and site logistics . Partner with landlords, property management, facilities vendors, scientists, and internal stakeholders to resolve operational issues and maintain efficient, compliant site operations. Support EH&S and compliance programs, including inspections, permit tracking, training coordination, CERS-related activities, hazardous waste, recycling, chemical inventory, housekeeping, records, and corrective action follow-up. Coordinate incoming laboratory deliveries, receiving, internal distribution, purchasing support, vendor communication, quote requests, PO follow-up, replenishment planning, and supply issue resolution. Manage laboratory gas operations, including inventory tracking, cylinder replacement, receiving and storage, vendor coordination, purchasing support, manifold oversight, and maintaining uninterrupted gas supply for laboratory operations. Monitor critical supply levels and inventory usage trends to support operational continuity, cost savings, and process improvement opportunities. Support laboratory onboarding, workspace setup, relocation activities, equipment moves, infrastructure improvements, operational readiness initiatives, project trackers, reports, and departmental documentation. Lead SOP and process improvement efforts to strengthen operational consistency, efficiency, and continuous improvement. Minimum Qualifications: Bachelor’s degree in a scientific, operational, facilities, or related discipline preferred, or equivalent combination of education and relevant experience 5+ years of experience supporting laboratory operations, facilities coordination, laboratory management, biotech operations, or related operational environments Preferred Qualifications: Experience working in a biotech, pharmaceutical, laboratory, or regulated environment preferred Experience managing operational vendors, service providers, inventory management, equipment maintenance, preventive maintenance programs, and laboratory operational logistics . Experience supporting laboratory safety and compliance programs preferred Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment Familiarity with laboratory equipment operations, consumables management, and facilities coordination Proficiency with Microsoft Office Suite and operational tracking systems; experience with Smartsheet or inventory management systems is a plus Strong problem-solving skills with a proactive and service-oriented mindset Ability to maintain confidentiality and exercise sound operational judgment How You Will Work: Demonstrates collaboration and teamwork . Works well with others and understands that collaboration leads to better results. Possesses strong communication skills. Communicates clearly, concisely, and professionally. Listens actively to build understanding. Exhibits strong interpersonal skills and self-awareness . Builds and cultivates strong and enduring relationships with others. Acts with humility and understands own strengths and weaknesses. Shows continuous improvement and a commitment to self-management and development . Operates with a continuous improvement mindset and continuously seeks to expand own knowledge and capabilities. Demonstrates a patient focus . Puts the patient first in actions and decisions taken. Compensation For contract roles, the position will be sourced and managed by an outside agency. The expected starting rate is $70 per hour. Offer amounts are determined by factors such as experience, qualifications, geographic location, and other job-related factors permitted by law. Conditions of Employment Background investigations are required for all positions at CytomX , consistent with applicable law. CytomX’s Commitment to Diversity, Equity, Inclusion, and Belonging (DEIB) CytomX believes that DEIB helps drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. We are an equal opportunity employer committed to building an inclusive, innovative work environment with employees who reflect our values and ultimately, serve our patients. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status, or any other protected status in accordance with applicable law. Further, we are committed to the full inclusion of all qualified individuals. As part of this commitment, we (and the agencies we work with) will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship.  If you have a disability and require reasonable accommodation, or need other assistance in applying for or interviewing for this position, please direct your inquiries to Human Resources, at [email protected] Notice to Recruiters/Staffing Agencies Recruiters and staffing agencies should not contact CytomX Therapeutics through this page. We require that all Recruitment Vendors (e.g., search firms, recruitment agencies and staffing companies) have a fully executed, formal written agreement on file with CytomX prior to submitting candidates. Any resumes submitted through the website or directly by Recruitment Vendors will be considered unsolicited . Unsolicited vendor submissions do not constitute any actual or implied contract with CytomX , and CytomX will not be responsible for any purported fees . For more information, please contact our HR team at [email protected] Please review our Applicant Personal Information Processing Notice to understand what types of personal information we collect from job applicants and why we process such information.