Research Associate - Customer Insights

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.

🎯 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

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.

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

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

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.

📍 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

This is a research execution position where you'll spend your time:

• Designing research studies and methodologies

• Conducting surveys, focus groups, and field research

• Analyzing data and synthesizing insights

• Presenting findings to product and leadership teams

• Managing research projects independently

The role requires comfort with research methodologies, data analysis, field work, and insight communication.

Strong candidates typically have:

• Experience working as a research associate, market researcher, or UX researcher

• Background in designing and executing research studies

• Comfort facilitating focus groups and conducting interviews

• Ability to clean and prepare code books for qualitative and quantitative data

• Enjoyment of field work and engaging with people in their environments

• Skill synthesising complex information into clear, actionable insights

• Experience presenting research findings to stakeholders

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 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

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.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice
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.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

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.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.