Info About the Organization:
FINCA International, one of the world's leading MFIs, provides financial services to clients through wholly-owned and operated subsidiaries in Africa, Eurasia, Latin America, and the Greater Middle East.
Info About the Job:
FINCA International is seeking a Customer Research and Social Performance Analyst - Africa Hub. S/he will oversee the collection, cleaning, analysis, and reporting of customer and market data, in observance of the requirements and procedures as promulgated by FINCA International.
Major Tasks and Responsibilities:
- Research management:
- Social performance research:
- Coordinate projects to collect social performance indicators (SPIs);
- Train and supervise subsidiary staff responsible for research implementation;
- Review data completeness and quality indicators during field works;
- Compile, clean and transform data from subsidiaries.
- Customer research:
- Customer segmentation;
- Customer satisfaction surveys, Net promoter score;
- Monitoring customer experience through Mystery shopping;
- Customer exit surveys.
- Market research:
- Market situation analysis;
- Competition matrix;
- Business counts;
- Performance of the financial sector.
- Social performance research:
- Analysis and reposting:
- Conduct statistical/econometric analysis to fully present and explain the data in an unbiased manner;
- Conduct visualization or mapping analysis and presentations to expand the audiences that may benefit from the research;
- Create and deliver written and oral presentations of the findings to subsidiary management and staff to help them understand and effectively utilize quantitative and qualitative information gathered for social performance management;
- Ensure that local and regional data consolidation efforts are consistent with FI directives and guidance, allowing for integration of research data sets at the global level when appropriate.
- Training and capacity building in research:
- Continuously enhance the quality of research done in the subsidiaries by introducing new and better tools, methods and processes;
- Train and coach subsidiary research staff to ensure they can deliver quality research work. Ensure that the proper tools are developed and utilized in the subsidiaries by research, marketing, and analyst staff;
- Keep abreast with the latest trends in the field of research in terms of the tools, methods used.
- Bachelors or Master degree in a field requiring data and analytical skills, with a strong technical background in statistics. Preference for advanced degree in Statistics or Economics;
- At least 3 – 5 years relevant professional experience in a business or academic setting, including financial or related services, consulting firm, think-tank or university;
- Experience with the design and implementation of research programs;
- Field experience with customer interviewing or other primary research techniques;
- Ability to write and speak English at a professional and publishable level;
- Knowledge of French, Kiswahili or other regional languages is preferred;
- Mastery of statistical software (SPSS), advanced Excel (pivot tables, analysis), and graphical presentation.
How to Apply For this Job:
Apply Online
Application Closing Date: 31 Mar 2014
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