Job Vacancies at M-KOPA Nigeria

Job Description

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

Research Operations

People Management

• 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

• 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

• 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 

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About the role

The Customer Insights Data Lead will work closely with the Customer Insights Manager to uncover and share research insights and inform business decisions. This role combines technical skills, creativity, and business acumen to improve our understanding of M-KOPA customers and agents and produce analytic findings and recommendations. 

NOTE:

• This position will report to the Customer Insights Manager and can be based in either Kampala, Nairobi, Lagos, or Accra.

• You will also need to travel as needed to other markets of operations to engage with our customers, agents, and in-country teams.

To achieve this, you will be expected to:

• Clean, interpret and analyze quantitative and qualitative data collected using excel

• Provide insights and answers to business questions via deep-dive and exploratory analyses

• Design and produce extremely user-friendly, clean, and impactful research reports and dashboards that clearly and compellingly summarize results, draw insights and make data-driven recommendations to business stakeholders

• Oversee a team of research associates to deliver high-quality results and develop professionally through coaching, mentoring, and shared learning

• Have extremely strong business acumen, communication, and self-management skills

• 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

• Enjoy digging through data, identifying trends, and communicating insights.

• Always try to improve as an analyst and colleague.

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

• Love figuring out how to ask the right questions and structure analysis to achieve the desired insight

• Can quickly understand key value drivers in various departments of the business

Knowledge and Skills

• Bachelor’s degree in a quantitative field or demonstrated self-directed learning and experience

• Minimum of 2 years of professional experience in a role with a similar focus

• Strong quantitative skills including knowledge of and experience working with Excel

• Strong attention to detail and investigative nature to ensure error-free, high-quality, reproducible analysis

• Highly collaborative and communicative

• Experience answering business questions and communicating data-derived insights to non-technical audiences

• 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.

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Job Description

To achieve this, you’ll be expected to:

• Conduct research surveys via phone, SMS, or other platforms

• Facilitate focus groups and other field research with customers, agents, or prospective customers on key questions and drive insights on these questions

• Add clarity to problem statements and research questions and identify pain points by gathering customer and agent stories, feedback, and sentiments to help the business better understand and empathize with our customers

• Capture customer data and sentiments accurately and precisely, and communicate them clearly via various mediums, including survey tools, spreadsheets, word documents, PowerPoint, photos, and videos

• Support in the development of solutions for these pain points

• Support in the testing and release of new products, especially through observing our customers in the field

• Support field visit logistics for customer and agent shadowing activities

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 experience conducting quantitative or qualitative surveys or other roles that require frequent customer communication

• Have experience with photography, videography, or other mediums for capturing and telling customer stories

• Are excited to conduct field research and embed yourself in operational processes to drive problem identification and solution development

• Willing to work tirelessly to understand the root causes of problems and are more comfortable in the field than they are sitting at a desk

• Are comfortable with survey tools and spreadsheets

• Are a great listener and a clear and precise communicator

• Love fast-moving environments with a sense of urgency to get the job done

• Have emerging markets experience (particularly in East or West Africa)

• Have a bachelor’s degree or equivalent experience

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 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.