Research Associate – Customer Insights
- Organization
- M-KOPA
- Location
- Lagos, Nigeria
- Job Type
- Full-time
- Where to Apply
- https://jobs.ashbyhq.com/M-KOPA/1c3ce147-b9e9-41cb-ae23-25cdcbd78522?embed=js
- Tags
- Full-time
We’re seeking a Research Associate with field research experience to join our 12-member Customer Insights team. This is a hands-on research execution role where you’ll design research studies, conduct surveys, facilitate focus groups, and generate insights that inform product strategy across M-KOPA’s African markets.
This is a research role focused on survey design, data collection, analysis, and insight generation to help us better understand and serve our customers across Africa.
The Impact 🌍Your research will directly influence the products, services, and experiences we build for millions of customers. We’ve already helped over 7 million customers access over $2 billion in credit. Through your surveys, focus groups, and field studies, you’ll uncover the real needs, pain points, and aspirations of Africa’s Every Day Earners – turning their voices into actionable insights that drive meaningful change across our business.
The Opportunity
🎯 Mission-driven research: Your insights will directly inform decisions that advance financial inclusion for millions of underserved customers
🏆 Global recognition: Join a company named by TIME 100 as one of the world’s most influential and by the Financial Times as Africa’s fastest-growing for 4 consecutive years (2022-2025)
🚀 Scale challenges: Generate insights across 4 markets (Kenya, Uganda, Nigeria, Ghana) serving 3 million active customers and 35,000 agents
🌱 Environmental impact: We’re carbon-negative, having displaced over 2.1 million tonnes of emissions
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
About Our Customer Insights Team
Our 12-member research team generates strategic insights that inform executive decisions and product strategy across M-KOPA’s markets in Kenya, Uganda, Nigeria, Ghana, and South Africa. We handle end-to-end research execution including study design, data collection, analysis, and insight delivery.
As an established team evolving toward more advanced research practices, we’re looking for someone with hands-on research execution experience who can manage research projects from design to insight presentation.
