Customer Insights Associate at M-KOPA Solar

Customer Insights Associate at M-KOPA Solar – M-KOPA Solar Kenya Job Details

About the Role

M-KOPA Solar is recruiting a Customer Insights Associate to join its Customer Intelligence team in Kenya. This is a full-time, entry-to-mid-level research position that sits at the centre of product development and user experience strategy. You’ll work on real research problems for real customers—first-time smartphone users, first-time borrowers, and first-time digital finance customers across five African markets. The role is hybrid based in Kenya, with collaboration across teams in the UK, Europe, and Africa, reporting directly to the Research Operations Lead.

What sets this Customer Insights Associate at M-KOPA Solar position apart is the scope and substance of the work. Rather than supporting from the sidelines, you’ll own research projects from brief to insight delivery. You’ll engage with genuinely novel products serving populations with complex, high-stakes financial needs. The team values rigorous research craft and expects your contributions to shape product decisions that directly affect customer outcomes.

Key Responsibilities

• Plan, execute, and manage moderated usability tests, semi-structured interviews, and surveys—handling all fieldwork logistics for both remote and in-person sessions to ensure quality data collection from start to finish.
• Code and analyse qualitative research data using structured frameworks, then synthesise findings into affinity maps, insight lists, and detailed reports for internal teams and cross-functional stakeholders.
• Contribute actively to team research discussions, question unclear briefs to clarify scope, and work with AI-assisted tools (including Claude and Notion AI) while applying critical judgment to validate outputs.
• Document findings in formats that translate research into clear, actionable recommendations for product and design teams.
• Maintain research study documentation and ensure fieldwork meets quality standards for data integrity and participant experience.
• Collaborate with senior researchers and cross-functional partners to refine research methodology and improve study design.

Requirements & Qualifications

• Demonstrated experience conducting UX research, including moderated usability testing, semi-structured interviews, and survey design—with clear understanding of when and why different methods apply.
• Proven track record working with qualitative data: coding responses, identifying patterns, and producing synthesis outputs such as affinity maps and insight lists using structured, systematic approaches.
• Familiarity with M-KOPA’s markets or knowledge of first-time digital financial services users and the usability challenges they face.
• Genuine interest in understanding user behaviour in emerging fintech and mobile money sectors.
• Strong written and verbal communication skills to present findings clearly to both research and non-research audiences.
• Ability to manage multiple research activities simultaneously while maintaining attention to detail and data quality.

What to Expect

• A hybrid working arrangement based in Kenya with regular contact with global teams across multiple time zones.
• Mentorship from senior researchers who prioritise craft and rigour, with exposure to real product challenges and stakeholder feedback loops.
• Regular opportunities to conduct fieldwork directly with end users in M-KOPA’s markets, building deep understanding of customer contexts and needs.
• This Customer Insights Associate at M-KOPA Solar position in Kenya is open to qualified candidates. Click Apply below to submit your application.