Customer Insights Associate

About the role

M-KOPA is seeking a Customer Insights Associate to join its Customer Intelligence team. This hybrid position supports end‑to‑end UX and product research, helping shape products for first‑time digital finance users across several African markets.

Key responsibilities

• Design and conduct moderated usability tests, semi‑structured interviews, and surveys, both remotely and in‑person.
• Manage fieldwork logistics to ensure high‑quality data collection.
• Code and synthesize qualitative data using frameworks such as affinity mapping and insight lists.
• Produce structured reports that translate findings into actionable recommendations.
• Participate in research rituals, clarify briefs, and apply AI‑assisted tools (Claude, Notion AI) while maintaining critical judgement.

Required profile

• Proven experience conducting UX research, including usability testing, interviewing, and survey design.
• Strong ability to work with qualitative data, identify patterns, and create synthesis artefacts.
• Familiarity with M‑KOPA’s markets or the broader context of first‑time digital financial services users.
• Curiosity about product usability and a methodical approach to research.

Required skills

• Claude (AI assistant)
• Notion AI