M-KOPA is hiring a

Global Customer Insights Research Lead

Kampala, Uganda
Full-Time
At M-KOPA, We Finance Progress.

The scale and impact of our work is massive. M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off-grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

Want to know more about M-KOPA? Click this link: About M-KOPA

We’re looking for a Customer Insights Research Lead to join our Customer Department.
 
The customer team at M-KOPA is responsible for ensuring that M-KOPA delivers maximum value to its customers. As Customer Insights Research Lead, you will be responsible for leading a range of customer insights projects in one of M-KOPA’s regions of operations (East Africa or West Africa). Your team will capture the voice of our customers and agents by unearthing customer issues and needs. Your insights will inform business improvement opportunities and innovation.

About the role

  • The Customer Insights Research Lead supports the Customer Insights Manager across multiple projects by engaging in both qualitative and quantitative research activities.
  • As the primary project manager, a Research Lead quickly gains an expert understanding of the project, challenges, and research questions and uses best practices and tools within M-KOPA to execute research to the highest degree, with careful consideration of timelines.
  • This role will be based either in Nairobi, Accra, Lagos, or Kampala.
  • You will also need to travel as needed to other markets of operations to engage with our customers, agents, and in-country teams.

This role will largely involve the responsibilities below:


  • Research oversight and leadership
  • Identify ideal methodology for, plan, and execute a range of activities such as surveys, focus groups, observational studies, desk research, and interviews
  • Develop questionnaires, facilitation guides, and tactical plans
  • Apply quality control checks to ensure the high quality of methods used and information collected
  • Analyze quantitative and qualitative data collected
  • Produce research reports that clearly and compellingly summarize results, draw insights, and make data-driven recommendations
  • Research Operations
  • Oversee the completion of projects via desk, phone, or in-field activities
  • Oversee a team of research associates to deliver high-quality results and develop professionally through coaching, mentoring, and shared learning
  • Manage project kick-off, on-boarding, and off-boarding for knowledge management
  • Monitor and review project team performance
  • Support process improvement by identifying opportunities to enhance internal research processes
  • People Management
  • Contribute to skills-building for Customer Insights teams and other teams as required
  • Manage the team’s performance by offering guidance, coaching, and coordinating performance discussions 
  • Conduct team meetings to receive, give feedback and disseminate important information
  • Maintain team morale and organizational alignment
  • Coordinate hiring and onboarding of Associates
  • Coordinate across teams to ensure healthy work relationships are maintained
  • Mediate and escalate any issues that require attention

You Might Be A Good Fit If You:

  • Are passionate about our mission of making everyday essentials accessible to everyone
  • Are excited to be a champion for our customers in everything you do
  • Have extremely strong business acumen,
  • Technical understanding and practical experience in quantitative and qualitative research techniques
  • Have 2+ years of work experience in market research, industry research, analytics, product management, or comparable roles
  • Love figuring out how to ask the right questions and structure analysis to achieve the desired insight
  • Are confident analyzing, interpreting, and storytelling with data
  • Can manage team members to deliver high-quality research outputs and grow professionally
  • Are a collaborator and have a low ego
  • Love fast-moving environments with a sense of urgency to get the job done
  • Have a bachelor’s degree or equivalent experience
  • Have experience managing or mentoring staff
  •  

We:

  • Are a collaborative team of smart and ambitious people who are dedicated to serving our customers and agents 
  • Make magic happen to help the business solve hard problems and always come up with solutions when challenges arise
  • Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us
  • Offer a dynamic environment that fosters talent, collaboration, and growth
  • Back up our talk with a competitive compensation and benefits package 

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

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