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  • Posted: Nov 9, 2022
    Deadline: Not specified
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    M-KOPA is a connected asset-financing company that serves customers across Africa and beyond. We aim to make financing for everyday essentials accessible to everyone.
    Read more about this company

     

    Global Customer Insights Data Lead

    We are looking for a Customer Insights Data Lead to join our Customer Team. The customer team at M-KOPA is responsible for ensuring that M-KOPA delivers maximum value to its customers.

    As Customer Insights Data Lead, you will be responsible for leading a range of customer insights projects in M-KOPA’s regions of operations (East Africa and 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 Data Lead will work closely with the Customer Insights Manager to uncover and share research insights and inform business decisions. This role combines technical skills, creativity, and business acumen to improve our understanding of M-KOPA customers and agents and produce analytic findings and recommendations.

    NOTE:

    • This position will report to the Customer Insights Manager and can be based in either Kampala, Nairobi, Lagos, or Accra
    • 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 will be expected to:

    • Clean, interpret and analyze quantitative and qualitative data collected using excel
    • Provide insights and answers to business questions via deep-dive and exploratory analyses
    • Design and produce extremely user-friendly, clean, and impactful research reports and dashboards that clearly and compellingly summarize results, draw insights and make data-driven recommendations to business stakeholders
    • Oversee a team of research associates to deliver high-quality results and develop professionally through coaching, mentoring, and shared learning
    • Have extremely strong business acumen, communication, and self-management skills
    • 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
    • Enjoy digging through data, identifying trends, and communicating insights
    • Always try to improve as an analyst and colleague

    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
    • Love figuring out how to ask the right questions and structure analysis to achieve the desired insight
    • Can quickly understand key value drivers in various departments of the business

    Knowledge and Skills

    • Bachelor’s degree in a quantitative field or demonstrated self-directed learning and experience
    • Minimum of 2 years of professional experience in a role with a similar focus
    • Strong quantitative skills including knowledge of and experience working with Excel
    • Strong attention to detail and investigative nature to ensure error-free, high-quality, reproducible analysis
    • Highly collaborative and communicative
    • Experience answering business questions and communicating data-derived insights to non-technical audiences
    • 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

    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 does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

    go to method of application »

    Global Customer Insights Research Lead

    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:

    • 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 a bachelor’s degree or equivalent experience
    • 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

    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.

     

    Method of Application

    Use the link(s) below to apply on company website.

     

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