Dorothy Oundoh
Research & Customer Insights Leader
Nairobi
Summary
Research and Customer Success professional with 6+ years' experience. Expert at transforming customer, market, and spatial data into actionable business strategies. Proven track record in product research, customer adoption, and stakeholder collaboration across FMCG, energy, and education sectors. Skilled in driving product-market fit, scaling pilots, and delivering data-driven insights to support strategic growth
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Head of Customer Success
FRESH Networks
11.2024 - Current
- Participated in multi-stakeholder collaboration with dairy industry partners, shopkeepers, consumers to co-develop and deploy milk dispensing technology.
- Supported customer adoption and satisfaction, contributing to the delivery of 140,000+ liters of milk to 2,000+ households and validating product–market fit for multi-country scale-up.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Contributed to the design of customer management systems and targeted marketing strategies to improve engagement and retention.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Lead Researcher, KOKO Labs
KOKO Networks
12.2021 - 11.2024
- Collaborated with R&D teams to define product strategy and market positioning.
- Part of extensive customer and market research, influencing 90% of product iterations and significantly improving customer satisfaction and retention.
- Coordinated field trials, product demonstrations, and focus groups to validate concepts and gather real-time user feedback.
- Mentored and managed a team of five researchers, ensuring alignment with project objectives and delivery timelines.
- Delivered timely, cost-effective qualitative and quantitative insights to internal and external stakeholders.
- Led spatial mapping and site suitability analysis to drive expansion strategy i
Customer Insights Associate
Bridge International Academies
08.2020 - 12.2021
- Part of a team that conducted customer engagement research through telephonic surveys, in-depth interviews, and focus group discussions.
- Supported the development of a Customer Pulse System, enabling faster identification and response to customer needs.
- Analyzed spatial and operational data to create interactive maps improving location-based investment decisions across five countries.
GIS Officer
Bridge International Academies
02.2014 - 08.2020
- Conducted project site suitability analysis, contributing to over 95% of projects breaking even within six months.
- Led suitability assessments for 300+ locations across Kenya, Uganda, Nigeria, India, and Liberia.
- Supervised six GIS assistants and managed spatial data requests from internal and external stakeholders.
- Contributed to research methodology design and fieldwork planning for large-scale projects.
Education
Bachelor of Arts - Geography
Moi University
Eldoret, Uasin Gishu, Kenya08-2012
Skills
Customer Success & Adoption Strategy
Certification
Business Analysis Certification | Apr 2025 – Nov 2025
References
Available upon request
Timeline
Head of Customer Success
FRESH Networks
11.2024 - Current
Lead Researcher, KOKO Labs
KOKO Networks
12.2021 - 11.2024
Customer Insights Associate
Bridge International Academies
08.2020 - 12.2021
GIS Officer
Bridge International Academies
02.2014 - 08.2020
Bachelor of Arts - Geography
Moi University