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Customer Experience Researcher

2 weeks ago

Johannesburg, South Africa M-KOPA Full time

**We are looking for a Customer Experience Researcher to join our Customer Insights group; as we scale up and drive digital and financial inclusion across our markets.**:
**Job Purpose**:
As part of the Customer Department, you'll help **capture the voices of our customers and agents**, digging deep to uncover their needs and challenges. Your insights will directly inform business improvements and fuel innovations that truly matter.

**What will you do?**:
In this role, you’ll be at the heart of our **data collection** efforts, gathering both qualitative and quantitative insights. You’ll conduct **research surveys** via phone, SMS, and other platforms, and facilitate **focus groups** with customers and agents.

Your **keen attention to detail**and** commitment to confidentiality** will ensure that our data collection is top-notch, and your observations will help shape our strategic decisions.

This is a **hybrid role**in **South Africa** reporting to the **Research Operations Lead.**

**Expertise**:
We’re looking for someone who’s not only passionate about our mission but also thrives on **collaboration and clear communication**. If you’ve conducted **customer surveys**before, have experience with **data collection,** or speak local languages, this could be the perfect opportunity for you. We value individuals who are proactive problem-solvers, great listeners, and always ready to learn and adapt.

This role offers a fantastic opportunity for recent graduates or anyone interested in research to grow and make an impact.

**Why M-KOPA?**:
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
- Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024, we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa._

**_ Important Notice_**
- 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 explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships._
- 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._