ISSUE DATE: April 1, 2021
: April 11, 2021

***EXTENDED SUBMISSION DATE: April 15, 2021***



Caregiver is Women’s World Banking unique approach to addressing essential protection needs of low-income women as they experience their first ever health insurance product. Starting from the first moment of engagement, their enrolment, client service and claims handling, all steps are designed to meet women’s high standards and expectations.

Women’s World Banking is collaborating with a local financial service provider (FSP) in Nigeria to develop a new Caregiver health insurance product for its customers. As part of this project, Women’s World Banking will be conducting a qualitative field research with the main objective to understand the livelihood, financial education and health habits of customers, and test the various features of the health insurance product prototype with the customers and staff of the FSP to assess their preferences.

Given the current restrictions on international travel, Women’s World Banking will hire a local consultant to support the research work. The work may include physical interviews (under respect of social distancing), per phone, per video or other methods to be discussed.



The Consultant will be in charge of conducting interviews with the customers and staff members of the partner FSP. The research will be facilitated in three locations of the local FSP: one in Lagos, one in a semi-urban area, and one in rural area (to be determined). The Consultant will work closely with the local Project Manager in Lagos and the project team of Women’s World Banking based out of USA and Europe.

The main activities to be performed by the Consultant are:

  • Conduct in-depth interviews with the credit customers of the local FSP and gain insights on
  • Customers’ personal profiles (including activity, family size and structure, etc.)
  • Gendered roles/responsibility in the household
  • Healthcare usage and needs
  • Costing and financing of healthcare
  • Awareness, understanding, perception, knowledge, and usage of insurance;
  • Customers’ reactions and preferences to the health insurance product prototype, developed by Women’s World Banking and the FSP
  • Conduct in-depth interviews with the staff of the three locations to gather
    • Their understanding of insurance and their feedback on the product features
    • their inputs on operational processes for insurance management
    • ideas for product promotion
  • Identify insights to support the development of a successful value proposition

The main activities will include:

  • Prior to the research
    • Build high-level understanding of the Nigerian healthcare system (information will be provided)
    • Develop good understanding of the health insurance product offered
    • Familiarize oneself with the research plan and interview guides prepared by Women’s World Banking
    • Liaison with the local Project Manager to confirm the interview schedule and venue for each interview
  • During the customer research
  • Conduct 1-2 sample interviews and provide inputs to Women’s World Banking on any adjustments required in the methodology and interview questions
  • Provide inputs in updating the interview guides
  • Conduct the second round of individual interviews (25-40) with the credit customers of the local FSP
  • Conduct individual interviews (6-12) with the branch staff
  • Conduct 2-3 focus group sessions
  • Maintain audio recordings of all the interviews and share with Women’s World Banking on a daily basis
  • Provide a daily summary of the interviews and key learnings
  • After the customer research
  • Provide recordings of all interviews and sessions
  • Provide transcripts of all the interviews (when interviews are in English)
  • Provide inputs on the research analysis that will be conducted by Women’s World Banking
  • Key deliverables for the consultant
    • Up to 40 customer interviews
    • Up to 12 staff interviews
    • Up to 3 focus group sessions
    • Verbatim transcripts of all the interviews
    • Audio recordings of all the interviews



  • Passion and experience of working in the development sector and low income communities
  • A Bachelor degree in development economics, social sciences, or humanities
  • At least 3 years of relevant experience as a qualitative researcher
  • Experience with conducting interviews, recording interviews and writing transcripts
  • Experience with human-centered design, including synthesizing research findings into customer personas, customer journey maps, and service blueprints is preferred
  • Familiarity with behavioral science methodologies and analysis is preferred
  • Understanding about health infrastructure and financing would be an important plus.
  • Ability to work with the remote team members working in multiple different time zones
  • Proven ability to work independently
  • Good command on Microsoft Word and good speed of typing for transcribing interview notes
  • Strong communication and interpersonal skills
  • Fluency in English with an excellent understanding of local dialects

Other requirements

  • Ability and willingness to commute regularly within Lagos and branches around the country; if required and if the situation under the local laws permit during the Covid restrictions period.



Consultant will be engaged through a contract for 2 months, which may be extended at Women’s World Banking’s discretion.



The consultant should be based in Lagos, Nigeria.



Applications must be received no later than April 15, 2021 at midnight GMT.

Please include the below in your application:

  • A resume / CV
  • Cover letter*
  • At least two references

*Total rate for the complete assignment and per deliverable must be included (40 customer interviews, 12 staff interviews and 3 focus group discussions)

Apply Now!

Applicants may submit their question(s) in writing until April 8, 2021 to  Please include in the e-mail subject line “Questions: RFQ: Customer Research Consultant in Nigeria”.

This RFQ does not guarantee or commit Women’s World Banking to proceeding with the above described work. Due to the overwhelming responses not all candidates will be contacted.

Women’s World Banking is an equal opportunity employer for all regardless of race, color, citizenship, religion, sex, sexual orientation, gender identity or expression, age, disability, veteran or reservist status or any other category protected by federal, state or local law.

Women’s World Banking will be unable to contract with any individual who is US citizen or resident without an LLC or LP or similar structure.