MKOPA Global Customer Insights Research Lead Jobs in Kenya
Sectors: Retail and Customer Services
Town/City: Nairobi, Kenya
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.
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.
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
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
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.
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.
How to Apply
For more information and job application details, see: https://jobs.lever.co/m-kopa/9ea78c4b-2269-4f49-aa16-4cf69af601ae?lever-source=Careerjet