ISSUE DATE: June 18, 2020

Women’s World Banking seeks a customer research consultant as a short-term role to support Women’s World Banking’s health micro-insurance project in Uganda. The Consultant will work closely with the local Project Manager in Uganda and the project team of Women’s World Banking based out of USA and Europe. This role is for 2 months starting in July 2020.

About Women’s World Banking
Women’s World Banking is the global non-profit devoted to giving more low-income women access to the financial tools and resources essential to their security and prosperity. For 40 years we have worked with financial institutions to show them the benefit of investing in women as clients, and as leaders. We equip these institutions to meet women’s needs through authoritative market research, leadership training, sustainable financial products and consumer education. Headquartered in New York, Women’s World Banking works with 49 institutions in 32 countries with a reach of 30 million women to create access to finance on a greater scale than ever before.

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 has collaborated with a local financial service provider (FSP) in Uganda to develop a new Caregiver health insurance product for its savings customers. As part of this project, Women’s World Banking will be conducting a qualitative field research with the main objective to 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 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 branches of the local FSP: one in Kampala, 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 Uganda 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 savings 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 branches to gather
    • 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 Ugandan healthcare system
    • Develop good understanding of the existing health insurance program offered by the FSP
    • 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 savings customers within three branches of the local FSP.
    • Conduct individual interviews (6-12) with the branch staff
    • 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 transcripts of all the interviews
    • 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
    • Verbatim transcripts of all the interviews
    • Audio recordings of all the interviews

Skills & Attributes

  • Familiarity with behavioral science methodologies and analysis is preferred
  • 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 and Luganda, with excellent understanding of local dialects

Required Qualifications

  • A Bachelor degree in development economics, social sciences, or humanities
  • At least 3 years of relevant experience as a qualitative researcher
  • Passion and experience of working in the development sector and low income communities

Preferred Qualifications

  • Experience with human-centered design, including synthesizing research findings into customer personas, customer journey maps, and service blueprints

Location of Work

  • Kampala (Uganda)

Please submit your application, including the following components, by July 2, 2020 at 11:59 PM EST at the latest:

  • Cover Letter – please include estimate of daily rate***
  • Details of Experience / Qualifications
  • Three references (minimum)

Applicants may submit their question(s) in writing until June 30, 2020 to Please include in the e-mail subject line “RFQ: Consumer Research Consulting in Uganda.”


Apply Now!

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

Women’s World Banking is an equal employment opportunity 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.