Job Description
Company Description:
WayaBank is a digital bank designed around how people in Nigeria live, work, and manage money, offering a full banking experience without queues or paperwork. Individuals and businesses can open accounts in minutes, send and receive money, pay bills, request loans, access POS and agency banking, and manage their finances entirely from a mobile device. The bank is committed to providing reliable, affordable, and dignified financial services to everyone, from urban centers like Lagos to rural communities and informal businesses.
Positioned as “the bank of the new Nigeria,” WayaBank operates as part of the WayaLinks ecosystem alongside WayaGram and WayaQuick, giving customers a connected suite of financial and payment solutions.
Role Description:
The AI-driven Customer and Product Operations Analyst will play a central role in optimizing customer journeys and product performance across WayaBank’s digital channels. This full-time hybrid position is based in Lekki, with flexibility for some work-from-home days. On a day-to-day basis, the analyst will collect and analyze operational and customer data, use AI and analytics tools to identify patterns, and translate insights into actionable improvements for banking products and customer-support processes.
The role will collaborate closely with product managers, operations, customer support, and engineering teams to refine workflows, resolve recurring customer issues, and ensure products perform reliably at scale. The analyst will also assist in defining KPIs, building dashboards, documenting processes, and supporting experiments and A/B tests that enhance customer satisfaction, product adoption, and operational efficiency.
2 days office ( Lekki) 3 days remote
Qualifications
• Strong product operations skills, including experience streamlining processes, managing workflows, and supporting digital product launches.
• Advanced analytical skills and data analytics capabilities, with proficiency in interpreting data, building reports, and using BI or analytics tools.
• Solid product management understanding, including requirements gathering, prioritization, and working with cross-functional teams to deliver improvements.
• Excellent communication skills, with the ability to clearly present findings, write concise documentation, and collaborate effectively with technical and non-technical stakeholders.
• Experience or interest in AI-driven analysis, automation, and customer operations tools (e.g., chatbots, recommendation systems, or workflow automation).
• Background in banking, fintech, or financial services operations is highly beneficial.
• Bachelor’s degree in a relevant field such as Economics, Business, Engineering, Computer Science, Statistics, or a closely related discipline.
• Detail-oriented, organized, and comfortable working in a fast-paced, high-growth digital environment with a strong focus on customer impact.
