Customer Insights Regional Lead - East Africa at M-KOPA Solar

About the job

At M-KOPA, We Finance Progress.

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech 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’re looking for a Customer Insights Regional 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 Regional 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.

This position will report to the Customer Insights Manager.

You will also need to travel as needed to other markets of operations to engage with our customers, agents, and in-country teams.

To achieve this, you’ll be expected to:

• 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
• Oversee the completion of projects via desk, phone, or in-field activities
• Apply quality control checks to ensure 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
• Oversee a team of research associates to deliver high-quality results and develop professionally through coaching, mentoring and shared learning
• Examples of areas you might lead: Analyzing the customer lifecycle / key journeys and providing a view of how we deliver on our customer principles; directing research to understand what information customers are interested in seeing when requesting a cash loan and why; leading quantitative analysis and field research to segment sales agent personas; and implementing research to understand digital skills gap by customers and using insights to design training pathways that empower productivity

You Might Be A Good Fit If You:

• 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 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 a desired insight
• Are confident analyzing, interpreting, and storytelling with data
• Can manage team members to deliver high-quality research outputs and to grow professionally
• Are a collaborator and have low ego
• Love fast-moving environments with a sense of urgency to get the job done
• Have a bachelor’s degree or equivalent experience

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 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