Customer Insight Associate at M-Kopa, Lagos

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Join our expanding Customer Insights team! We’re actively recruiting a Customer Insight Associate as we continue to scale our research capabilities at M-KOPA. You’ll be the voice of our customers, conducting field research and generating insights that directly shape how we serve millions of Every Day Earners 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 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

Our Research Approach 🔍

Our 12-member Customer Insights team operates with these core principles:

Customer-centric inquiry: We start every research question by deeply understanding our customers’ context, challenges, and aspirations—recognising that Every Day Earners have unique needs that traditional research often overlooks

Evidence-based influence: Our insights directly inform executive decisions and product strategy across all M-KOPA markets, giving you real impact on business direction

End-to-end ownership: From problem definition to insight delivery, you’ll own your research projects and see your work translate into tangible product and service improvements

Cross-functional collaboration: We work closely with product, operations, and market teams across Kenya, Uganda, Nigeria, South Africa, and Ghana to ensure insights drive action

Field-first mindset: We believe the best insights come from spending time with customers in their environment—through shadowing, observation, and authentic conversation

What You Need

You’ll conduct field research, facilitate focus groups, and run surveys that uncover what our customers truly need—then translate those findings into insights that shape M-KOPA’s future. We’re looking for someone who combines strong research execution skills with genuine curiosity about people’s lives and the ability to tell compelling stories with data.

Required Experience:

✅ Proven hands-on experience conducting research surveys via phone, SMS, or other platforms to understand customer behaviour, pain points, and market dynamics. You can independently run surveys, focus groups, and field studies.

✅ Ability to use research platforms and tools like Dooblo, Google Forms, Survey Monkey and Excel, Word, PowerPoint to design, run, and analyse surveys and present insights clearly.

✅ Ability to conduct field research, including facilitating focus groups, customer shadowing, and observational studies to gather deep insights into customer behaviour and pain points.

Location & Benefits

📍 Hybrid role based in Nigeria

🌍 Work with diverse teams across UK, Europe, and Africa

📚 Professional development programs and coaching partnerships

👨‍👩‍👧 Family-friendly policies and flexible working arrangements

💚 Well-being support and career growth opportunities

Our Mission 🌍

We create financial inclusion for the traditionally excluded through a fair, flexible, customer-centric financing model. We strive to drive greater inclusion of women, youth, and low-income communities.

Our Impact 💚

Our technology has created measurable change:

Connected 📱: 2.5 million first-time mobile internet users connected

Prosperous 💰: 70% of customers use M-KOPA products for income generation, with 35,000 livelihoods created for agents

Green 🌱: 2.1 million tonnes of CO₂ avoided through clean energy products, with over 127,700 circular economy products provided

Ready to uncover insights that create real-world financial inclusion while advancing your career in research? Apply now to join M-KOPA’s Customer Insights team.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.