Customer Insight Associate at M-KOPA Nigeria

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 are recruiting to fill the position below:

Job Title: Customer Insight Associate

Location: Lagos
Employment Type: Full time
Department: Fintech Technology

Description

• 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.

Application Closing Date
Not Specified.