Customer Insight Associate at M-KOPA

What You'll Do

• At M-KOPA, you'll conduct end-to-end research execution that brings customer voices directly to our product and business teams. Our Customer Insights team owns research from design to delivery—from survey creation to field studies to insight presentations. Join us in combining rigorous research methods with purpose-driven inquiry that makes digital and financial inclusion possible across Africa.

70% of your time will be spent conducting research in the field and remotely:

• Design and conduct research surveys via phone, SMS, and other platforms to understand customer behaviour, pain points, and market dynamics
• Facilitate focus groups with customers, agents, and prospective customers to drive deep insights on key business questions
• Conduct customer shadowing and observational studies to identify pain points and gather authentic customer stories
• Engage directly with Every Day Earners to understand their needs, feedback, and sentiments

30% of your time will focus on capturing and communicating insights:

• Document customer data and sentiments accurately using survey tools, spreadsheets, presentations, photos, and videos
• Support the testing and release of new products through field observation and customer feedback
• Coordinate field visit logistics for customer and agent shadowing activities

Your Research Environment 

Research Platforms & Tools:

• Survey tools: Dooblo, Google Forms, Survey Monkey
• Analysis & communication: Excel, Word, PowerPoint
• Data capture: Photos, videos, field notes

Research Methodologies:

• Phone and SMS surveys
• In-person focus groups
• Customer shadowing and observation
• Agent interviews and feedback sessions
• Post-launch product validation studies

Markets:

• Kenya, Uganda, Nigeria, Ghana & South Africa
• Urban and peri-urban environments
• Remote and field-based research