Automation Voice/ChatBOT Manager – For Digital Money Lending

About CashXpress Nigeria Limited

CashXpress is a regulated digital money lending platform delivering accessible short- to mid-term loans through mobile and online channels. We are committed to responsible lending, financial inclusion, transparent pricing, and a superior customer experience. We operate in compliance with Nigerian financial regulations and data privacy standards, with an emphasis on ethical lending, robust risk management, and customer trust.

Role Overview

We are seeking an experienced professional for this cross-functional product leadership role. You will be 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 and engineering teams 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 KPIs 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 and voice technologies