Global Customer Insights Data Lead at M-KOPA Nigeria

Job Expired

Global Customer Insights Research Lead

Location: Lagos
Category: Customer – Customer Operations
Job type: Full – time (Hybrid)

Job Description

  • We’re looking for 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.

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
  • Have 2+ years of work experience in market research, industry research, analytics, product management, or comparable roles
  • Have experience managing or mentoring staff
  • 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
  • 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

Application Deadline
Not Specified.

Method of Application

Interested and qualified candidates should:
Click here to apply online

More Information

  • This job has expired!
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