M-KOPA Solar is hiring a Customer Insights Associate skilled in customer research, data analysis, user feedback synthesis, customer experience improvement, and market insights.
We
are looking for a Customer Insights Associate to join our Customer Insights
Team; as we scale up and drive digital and financial inclusion across our
markets.
Role Overview
This is an entry-to-mid-level research position within M-KOPA’s Customer Intelligence (CI) team. As a CI Research Associate, you’ll support end-to-end UX and product research from study design through to insight delivery; working closely with senior researchers and cross-functional teams.
You’ll be doing real research, on real products, for real customers whose financial lives depend on experiences that actually work.
This
is a hybrid role, you would be working from our offices in Kenya,
partnering with a diverse group of employees from our different markets and
locations across the UK, Europe and Africa. You will be reporting to the Research
Operations Lead.
Why this Role is Different
Most
research associate roles put you in a support lane indefinitely. Here, you’re
working on products that are genuinely novel — serving first-time smartphone
users, first-time borrowers, first-time digital finance customers across five
markets. The research problems are complex, the stakes are tangible, and the
team takes craft seriously.
Responsibilities
- Conducting moderated usability tests, semi-structured interviews,
and surveys — managing fieldwork logistics end-to-end for both remote and
in-person sessions, and ensuring sessions are set up for quality data
collection from the start.
- Coding and synthesising qualitative data using defined frameworks —
producing affinity maps, insight lists, and structured reports that
translate findings into clear, actionable outputs for your immediate team
and stakeholders.
- Contributing to team research rituals, raising questions when briefs
are unclear, and applying AI-assisted tools (including Claude and Notion
AI) with the critical judgement to know when the output needs human
scrutiny.
Qualifications
- Demonstrable experience conducting UX research — including moderated
usability testing, semi-structured interviewing, and survey design — with
an understanding of when and why different methods apply.
- Proven ability to work with qualitative data: coding responses,
identifying patterns, and producing synthesis artefacts (affinity maps,
insight lists) with a structured, methodical approach.
- Familiarity with M-KOPA’s markets or the broader context of
first-time digital financial services users — and a genuine curiosity
about the usability challenges that come with that territory.
How to Apply
