Research Manager
Workplace: Kenya
Job Description
At Safaricom, the Market Research and Customer Insights (& Foresights) Department plays a pivotal role in understanding customers and shaping the future of the business. The team transforms data and human stories into powerful insights that guide strategy, innovation, and brand growth across the company.
Their mission is to ensure every decision starts with the customer—uncovering what drives people, anticipating emerging trends, and providing foresight that keeps Safaricom and M-PESA ahead of change. Joining this team means being part of a dynamic group that combines curiosity, analytical thinking, and creativity to inspire customer-led innovation and impact millions of lives across Africa.
At Safaricom, transformation is driven by the human spirit combined with the power of technology. The company fosters a culture of collaboration, innovation, and inclusivity, guided by its ambition to be a digital-first, insights-led organization that fuels platforms and ecosystem partnerships.
What We’re Looking For
In line with current business needs, Safaricom is seeking a Research Manager who meets the following criteria. Reporting to the Senior Research Manager, the role will be responsible for providing reliable data and analysis that form the foundation for market and customer insights.
The successful candidate will monitor market trends and competitor activity to ensure the business remains informed and proactive. They will also translate complex data into clear, concise summaries that support strategic decision-making and drive business actions.
Key Responsibilities
- End-to-End Research Project Management: Design, execute, and manage quantitative and qualitative research projects from brief to presentation.
- Uncover Customer & Market Needs: Investigate customer satisfaction, brand perceptions, innovation suitability, and market sizing for key segments.
- Monitor and Track Competition: Conduct competitive intelligence analysis on pricing, product launches, marketing campaigns, and network performance.
- Support Innovation and Product Development: Collaborate with innovation and product teams to test concepts, features, and pricing using HCD (User Experience Research) techniques.
- Analyse and Synthesize Data: Review research outputs, market reports, and trends to identify key insights.
- Create Compelling Stories: Develop clear, visually engaging reports and presentations with actionable recommendations.
- Vendor Management: Brief and manage external research agencies to ensure high-quality, timely, and cost-effective delivery.
Other Responsibilities
- Proficiency in designing surveys, discussion guides, and executing qualitative and quantitative research techniques.
- Ability to analyse data sets, identify trends, and communicate insights effectively.
- Competence with tools such as SPSS, Excel, and Power BI.
- Awareness of AI and Machine Learning for predictive analysis.
- Understanding of API integrations to connect data sources for a single customer view.
- Experience with Agile and DIY digital research platforms.
- Strong project management skills to handle multiple projects efficiently.
- Commercial acumen connecting research insights to business outcomes such as revenue, retention, and market share.
- Genuine curiosity about technology and telecom trends.
- Focused on understanding and addressing the business questions of internal stakeholders.
- Commitment to upholding integrity, accountability, and company safety policies.
Qualifications
- Bachelor’s Degree in Data Science, Statistics, Economics, or a related field from a recognized institution.
- Minimum of 6 years’ experience in market research or M&E, with proven hands-on experience in research methods.
- Strong analytical, storytelling, critical thinking, and problem-solving skills.
- A self-starter with a collaborative mindset and excellent teamwork skills.
How to Apply
If you meet the qualifications and are ready to take on this challenge, update your candidate profile on Safaricom’s recruitment portal and click the Apply button. Ensure your resume is attached when submitting your application.