Research Associate - Customer Insights at M-KOPA

What We're Looking For

We're looking for candidates with research execution experience:

• Field Research Experience: Track record conducting customer research projects including focus groups, in-depth interviews, customer shadowing, and observational studies. Ability to independently plan and execute field research.
• Survey Design & Execution: Hands-on experience designing and running research surveys via phone, SMS, or digital platforms. Proficiency with survey tools (Dooblo, Google Forms, Survey Monkey) and ability to manage survey projects from design to completion.
• Research Analysis Skills: Ability to analyse both qualitative and quantitative research data, identify patterns and themes, synthesise insights, and present findings clearly using Excel, PowerPoint, and other tools.

What You'll Do Daily
70% Research Execution
Survey Research:

• Design research surveys and questionnaires to investigate specific customer behaviour, pain points, and needs
• Conduct phone and SMS-based research surveys with customers and agents
• Manage survey programming, data collection, and quality control

Qualitative Field Research:

• Plan and facilitate focus group discussions with 6-10 participants
• Conduct customer shadowing and ethnographic observation in urban and peri-urban areas
• Execute in-depth interviews and contextual inquiries
• Document field observations through photos, videos, and field notes

Research Coordination:

• Develop research plans and methodologies for specific business questions
• Coordinate field research logistics including participant recruitment and scheduling
• Ensure research rigour and methodological quality

30% Analysis & Insight Communication

• Analyse qualitative data from interviews, focus groups, and observations
• Synthesise quantitative survey data to identify trends and patterns
• Create insight presentations and research reports for product teams and leadership
• Translate research findings into actionable recommendations
• Support product testing through user observation and feedback collection

Your Research Environment 

Research Tools & Platforms You'll Use:

• Survey platforms: Dooblo, Google Forms, Survey Monkey
• Analysis tools: Excel, PowerPoint, Word
• Documentation: Photos, videos, field notes, audio recordings

Research Methods:

• Structured and semi-structured surveys (phone, SMS, digital)
• Focus group facilitation
• Ethnographic observation and shadowing
• In-depth interviews
• Usability testing and product validation studies

Research Settings:

• Field research in Lagos and surrounding areas
• Remote research via phone and digital channels
• Urban and peri-urban customer environments