Customer Experience Researcher

The primary responsibilities of the Customer Experience Researcher at M-KOPA include conducting detailed qualitative and quantitative research through surveys, phone interviews, and focus group discussions with customers and agents. This role emphasizes gathering actionable insights that will inform business improvements and drive innovation.

To apply for the Customer Experience Researcher position at M-KOPA, candidates should ideally have experience in customer surveys or data collection. A degree in a relevant field is advantageous, along with strong communication skills. Proficiency in local languages is a plus, and a passion for research is essential.

M-KOPA prioritizes the career development of its Customer Experience Researchers through diverse development programs, mentoring, and on-the-job training opportunities. The company fosters a supportive environment that encourages continuous learning and professional growth.

The Customer Experience Researcher role at M-KOPA is a hybrid position based in Johannesburg, allowing for a combination of remote work and in-office collaboration. This flexibility supports a healthy work-life balance.

The Customer Experience Researcher role is critical in advancing M-KOPA's mission by capturing customer feedback and insights that drive digital and financial inclusion. These insights directly influence strategic business decisions, ensuring M-KOPA meets the evolving needs of its customers.

When answering this question, highlight specific research methods you’ve used, such as surveys or interviews. Discuss how you designed these studies, collected data, and analyzed the results. Providing an example will demonstrate your hands-on experience.

In your response, emphasize the importance of confidentiality and the measures you take to protect sensitive information. Mention protocols you follow, such as anonymizing data and obtaining informed consent from participants.

Outline your approach to facilitating focus groups, including how you create a comfortable environment for participants, formulate open-ended questions, and encourage participation. Highlight your ability to manage diverse opinions and maintain focus during discussions.

Discuss how customer feedback provides insights into their needs and preferences, which can guide product improvements and service enhancements. Reinforce the idea that understanding customer voices helps M-KOPA align with its mission of financial inclusion.

Share a specific instance where your research findings led to a meaningful change within an organization. Focus on the results achieved from implementing your insights and how it impacted customer satisfaction or business growth.

Address your problem-solving skills by describing common challenges you’ve faced, such as low participation rates or logistical issues. Explain the strategies you employed to overcome these challenges and how you ensured data quality and continuity.

Mention specific tools you have experience with, such as Excel, SPSS, or specific survey software. Discuss how you utilize these tools to analyze data and derive actionable insights in your research projects.

Highlight your awareness and sensitivity towards cultural diversity. Discuss how you adapt your methods to respect different cultural contexts, ensuring inclusivity in your research approach while gathering valuable insights.

Share your personal motivation for working in customer experience research, particularly in relation to M-KOPA’s mission. Highlight your desire to contribute to financial inclusion efforts and your passion for understanding customer behavior.

Discuss your organizational skills and tools you use to prioritize tasks, such as project management software or to-do lists. Explain your method for breaking down projects into manageable parts to ensure timely completion without sacrificing quality.