Research Lead – Customer Insights

Customer Service
Lagos State
October 21, 2025
Full Time

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Job Description

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: Research Lead – Customer Insights

Location: Lagos, Nigeria
Employment Type: Full Time
Department: FintechTechnology

About Your Team

  • The Customer Insights team is a 12-member research function that generates strategic customer insights to support product development and executive decision-making across all M-KOPA markets.
  • The team consists of research associates and analysts with strong customer service backgrounds who are developing specialised research capabilities under UXR management leadership.
  • We handle end-to-end research execution including survey design, data collection, customer behaviour analysis, and post-launch validations across Kenya, Uganda, Nigeria, and Ghana.
  • As an established team evolving toward more advanced research practices, we’re looking for someone with formal research design and data synthesis expertise to strengthen our methodological capabilities.

About the Job

  • We’re actively recruiting a Research Lead to drive user experience research across our growing Customer Insights team at M-KOPA.
  • You’ll run comprehensive research from start to finish, generating clear insights that guide product and experience decisions across African markets.

The Impact

  • Your research will directly shape financial products used by millions of underserved Africans. We’ve already helped over 5 million customers access over $1.5 billion in credit. It’s your chance to be part of something that’s literally transforming lives across an entire continent

The Opportunity

  • Mission-driven research: Every study you conduct helps make financial inclusion a reality for those traditionally excluded
  • 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: Design research methodologies that work across 5 markets with over 3 million active customers
  • Environmental impact: We’re carbon-negative, having displaced over 2 million tonnes of emissions

What You’ll Do

  • At M-KOPA, you’ll lead user research from discovery to delivery, transforming customer insights into product strategy.
  • Our Customer Insights team owns research end-to-end – from study design to executive presentations. Join us in combining cutting-edge research methodologies with purpose-driven work that makes digital and financial inclusion possible across Africa.

Your Environment:

  • Research Methods: Qualitative research methodologies, in-depth interviews, usability testing
  • Data Tools: Research design frameworks, data synthesis protocols, visualization tools
  • Markets: Nigeria-based, supporting Kenya, Uganda, Ghana, South Africa
  • Stakeholders: Product teams, executives, cross-functional partners

Our Research Approach:

  • Evidence-based decision making that directly influences product strategy
  • Systematic data synthesis frameworks for actionable insights
  • Multi-market research expertise across diverse African contexts
  • Collaborative approach with product and business teams
  • Research standards that ensure rigour and consistency

Why This Role Matters to You:

  • This role offers a unique opportunity to develop advanced research skills across multiple African markets, working with rich customer data and building strategic relationships with product leaders and executives.
  • You’ll contribute to shaping research practices, collaborate with team members to elevate research standards, and see insights translate into real-world impact.
  • If you’re passionate about using research to drive meaningful change in emerging markets while advancing your career in a fast-growing fintech company, this role provides the perfect platform to deepen your research expertise and make your mark on both customer experience and business strategy.

Requirements
Experience:

  • Strong qualitative research methodologies, research design, and UXR data reporting with at least 2 years experience in User Experience Research
  • Expertise in conducting in-depth interviews and usability testing
  • Experience designing robust research studies with clear methodologies and sampling strategies
  • Proven ability to transform raw research data into strategic recommendations

What You Need:

  • The Research Lead will run user research from start to finish, based in Nigeria and supporting all M-KOPA markets, to generate clear insights that guide product and experience decisions.

Additional Information
Location & Benefits:

  • Hybrid role based in Nigeria – work flexibly while staying connected to local market realities
  • 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
  • Opportunity to shape research practices across multiple markets.

Application Closing Date
Not Specified.

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

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