(Associate/Senior) Customer Intelligence Operation Executive

At MoMo, we put customers at the heart of everything we do. The Customer Intelligence team plays a pivotal role in helping the organization understand user and merchant needs, behaviors, and motivations through diverse research activities. We collaborate closely with product, business, and design teams to ensure that user-centric thinking drives decision-making across MoMo.We are seeking a Customer Intelligence Operation Executive who will own the operational backbone of our fieldwork activities. The ideal candidate has strong project management and operations skills (similar to BU operations roles), combined with the ability to communicate effectively with users and merchants. In this role, you will ensure smooth recruitment, scheduling, logistics, and incentive processes, while also representing MoMo in interactions with participants.What will you do:Project Management & Coordination:Lead end-to-end coordination for usability tests (UT), focus group discussions (FGD), immersions….Manage timelines, resources, and logistics to ensure fieldwork projects are delivered on schedule and within budget.Anticipate risks and escalate issues promptly to ensure project success.Recruitment & Merchant Engagement:Recruit and onboard users and merchants for research activities, maintaining positive relationships.Serve as a communication bridge between merchants and internal teams, ensuring clarity and trust.Operations & Administration:Handle payroll for collaborators and incentive payments for participants with accuracy and transparency.Maintain databases of respondents and merchants to support future studies.Ensure all processes comply with MoMo’s operational standards and data privacy guidelines.Cross-functional Collaboration:Work closely with Product Owners, Business Units, and Researchers to align participant recruitment and fieldwork execution with business needs.Share operational learnings and best practices with the CIO team to continuously improve efficiency.Help scale and adapt CIO’s solutions to meet the needs of different internal teams and business unitsWhat will you need:Bachelor’s degree in Business, Marketing, Sociology, Psychology, Economics, or related fields.1–2 years of experience in operations, fieldwork management, or project coordination. Experience in fintech, e-commerce, or research agencies is a plus.Proven strength in project management and operations: scheduling, logistics, resource planning, and cross-team coordination.Good communication skills to engage with users and merchants in a professional, empathetic manner.Strong organizational and multitasking abilities; able to work under pressure and tight timelines.Detail-oriented, reliable, and responsible in handling data and financial tasks.Proactive, adaptable, and a collaborative team player.Passionate about enabling user-centric research and supporting customer voice initiatives.