Customer Insights Associate

About the role

M-KOPA is seeking a Customer Insights Associate to join its Customer Intelligence team. This entry‑to‑mid‑level research role supports end‑to‑end UX and product research, from study design through insight delivery, for digital finance products used by first‑time borrowers across several African markets.

Key responsibilities

• Plan and conduct moderated usability tests, semi‑structured interviews, and surveys, managing both remote and in‑person logistics.
• Code and synthesize qualitative data using defined frameworks, creating affinity maps, insight lists, and structured reports.
• Translate research findings into clear, actionable recommendations for product and design teams.
• Participate in research rituals, raise clarifying questions, and apply AI‑assisted tools while ensuring human oversight.

Required profile

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

Required skills

• Claude (AI assistant)
• Notion AI