Research Associate - Customer Insights 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: Research Associate - Customer Insights

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

About the Job

• 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

Application Closing Date
Not Specified.