Global Customer Insights Research Lead at M-KOPA Nigeria Full Time

Job Title: Global Customer Insights Research Lead

Location: Lagos
Job type: Full time
Department: Customer – Customer Operations

Overview

• We’re need a Customer Insights Research Lead to join our Customer Department.
• The customer team at M-KOPA is responsible for ensuring that M-KOPA delivers maximum value to its customers.
• As Customer Insights Research Lead, you will be responsible for leading a range of customer insights projects in one of M-KOPA’s regions of operations (East Africa or West Africa).
• Your team will capture the voice of our customers and agents by unearthing customer issues and needs.
• Your insights will inform business improvement opportunities and innovation.

About the Role

• The Customer Insights Research Lead supports the Customer Insights Manager across multiple projects by engaging in both qualitative and quantitative research activities.
• As the primary project manager, a Research Lead quickly gains an expert understanding of the project, challenges, and research questions and uses best practices and tools within M-KOPA to execute research to the highest degree, with careful consideration of timelines.
• This role will be based either in Nairobi, Accra, Lagos, or Kampala.
• You will also need to travel as needed to other markets of operations to engage with our customers, agents, and in-country teams.

Job Responsibilities
This role will largely involve the responsibilities below:
Research oversight and Leadership:

• Identify ideal methodology for, plan, and execute a range of activities such as surveys, focus groups, observational studies, desk research, and interviews
• Develop questionnaires, facilitation guides, and tactical plans
• Apply quality control checks to ensure the high quality of methods used and information collected
• Analyze quantitative and qualitative data collected
• Produce research reports that clearly and compellingly summarize results, draw insights, and make data-driven recommendations

Research Operations:

• Oversee the completion of projects via desk, phone, or in-field activities
• Oversee a team of research associates to deliver high-quality results and develop professionally through coaching, mentoring, and shared learning
• Manage project kick-off, on-boarding, and off-boarding for knowledge management
• Monitor and review project team performance
• Support process improvement by identifying opportunities to enhance internal research processes

People Management:

• Contribute to skills-building for Customer Insights teams and other teams as required
• Manage the team’s performance by offering guidance, coaching, and coordinating performance discussions
• Conduct team meetings to receive, give feedback and disseminate important information
• Maintain team morale and organizational alignment
• Coordinate hiring and onboarding of Associates
• Coordinate across teams to ensure healthy work relationships are maintained
• Mediate and escalate any issues that require attention

You Might Be a Good Fit if You

• Have a Bachelor’s Degree or equivalent experience
• Are passionate about our mission of making everyday essentials accessible to everyone
• Are excited to be a champion for our customers in everything you do
• Have extremely strong business acumen,
• Technical understanding and practical experience in quantitative and qualitative research techniques
• Have 2+ years of work experience in market research, industry research, analytics, product management, or comparable roles
• Love figuring out how to ask the right questions and structure analysis to achieve the desired insight
• Are confident analyzing, interpreting, and storytelling with data
• Can manage team members to deliver high-quality research outputs and grow professionally
• Are a collaborator and have a low ego
• Love fast-moving environments with a sense of urgency to get the job done
• Have experience managing or mentoring staff

We:

• Are a collaborative team of smart and ambitious people who are dedicated to serving our customers and agents
• Make magic happen to help the business solve hard problems and always come up with solutions when challenges arise
• Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us
• Offer a dynamic environment that fosters talent, collaboration, and growth
• Back up our talk with a competitive compensation and benefits package

Application Closing Date
Not Specified.

Note

• 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 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.