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 influencethe 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.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Note: 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.