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