We bridge the financial gap for individuals by providing fast loans with competitive interest rates and without discrimination.
About CashXpress
- A regulated digital money lending platform delivering accessible short- to mid-term loans through mobile and online channels.
- Committed to responsible lending, financial inclusion, transparent pricing, and a superior customer experience.
- Operates in compliance with Nigerian financial regulations and data privacy standards; emphasizes ethical lending, robust risk management, and customer trust.
Role overview
A cross-functional product leadership role responsible for designing, building, and shipping automation-enabled chat and voice chat experiences.
This role blends text-based chat automation (chatbots, messaging workflows) with voice-enabled automation (IVR, voice assistants, speech-enabled dialogues) to create seamless multi-channel customer interactions.
Key responsibilities:
- Define product strategy and roadmap for automated chat and voice chat capabilities across channels (text, voice, IVR).
- Gather and prioritize requirements from stakeholders (customers, sales, support, operations, compliance) and translate them into user stories and specifications.
- Lead end-to-end product lifecycle: discovery, prototyping, testing, iteration, and release.
- Collaborate with UX designers to craft intuitive chat and voice interfaces and with data analytics/ engineers from HO to improve NLP, ASR, NLU, dialogue management, TTS, and orchestration between script, text and voice flows.
- Work with engineering teams to implement, monitor, and optimize automated conversation flows, error handling, fallbacks, and cross-channel handoffs.
- Establish KPI and track success metrics (adoption, user satisfaction, automation coverage, cost savings, latency, escalation rates) and drive data-driven improvements.
Required skills and qualifications:
- Product management experience in chatbots, voice bots and assistants, IVR, or automation.
- Strong understanding of natural language processing (NLP), speech recognition (ASR), NLU, dialogue management, TTS, and multi-turn conversation design.
- Experience with multi-channel experience design and user research for chat and voice interfaces.
- Data-driven mindset with the ability to define KPIs, analyze usage data, and run experiments (A/B testing, multivariate testing).
- Technical aptitude to collaborate with engineering, data science, and platform teams; familiarity with CRMs, cloud services, and deployment pipelines.
- Excellent communication, stakeholder management, and prioritization skills.
Nice-to-have:
- Experience with omnichannel orchestration, CRM integration, and contact centre platforms.
- Knowledge of regulatory requirements for voice and chat data in target markets.
- Experience in prototyping, demos, and customer-facing showcases of conversational automation.
- Typical deliverables Integrated product roadmap and backlog for chat and voice automation features.
- Detailed user stories, acceptance criteria, and flow diagrams for multi-channel experiences.
- Prototypes and demos of combined chat and voice scenarios and automated workflows.
- Metrics dashboards covering adoption, latency, success rates, cost impact, and cross-channel handoffs. Developer, designer, and customer-facing documentation.
Method of Application
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