Dorothy Oundoh

Research and Insights Leader with 8+ years driving high-impact, mixed-methods research across East Africa, translating field evidence into decision-ready insights that shape product, program, and market strategy. Proven ability to apply Human-Centered Design and participatory approaches to identify challenges, co-create solutions, and generate actionable insights for cross-functional and multi-stakeholder teams. Experienced in leading research teams, building regional research capacity, and managing the full research lifecycle from design through synthesis and strategic reporting.

Comfortable operating independently across ambiguous, multi-country, and hard-to-reach field contexts.

Head of Customer Success - FRESH Networks - Nairobi

(2024-11 - 2026-01)

• Coordinated a Human-Centered Design approach to market entry, engaging youth and community gatekeepers to surface adoption barriers and shape culturally grounded onboarding strategies during a B2B-to-B2C transition.
• Led consumer and market research to identify adoption drivers and barriers for a food systems innovation, informing value proposition refinement and go-to-market strategy across Kenya and Rwanda.
• Supported product–market fit validation, contributing to evidence-based scale-up decisions, including deployment of milk-dispensing technology to 2,000+ households (140,000+ litres).
• Developed customer success KPIs and insight dashboards to align product, operations, and growth teams around data driven-decisions, synthesizing findings into structured, actionable outputs.
• Facilitated stakeholder co-creation sessions with diverse partner groups, and collaborated with the Kenya Dairy Board and regulatory counterparts to ensure solutions met national public health and cold-chain logistics standards-driven decisions, synthesizing findings into structured, actionable outputs.

Lead Researcher - KOKO Labs - KOKO Networks - Nairobi

(2021-12 - 2024-11)

• Participated in mixed-methods research across multi-stakeholder programs, generating insights that influenced 90% of product iterations during pilot phases for KOKO SASA, FRESH Networks, and Konnekt Networks.
• Designed rigorous research protocols (FGD guides, semi-structured interview tools, usability test scripts) and led thematic coding to synthesize data into actionable findings for adaptive program decisions.
• Conducted moderated usability testing with first-time technology users to identify friction points and inform iterative product improvements.
• Led spatial mapping and site suitability analysis to provide an evidence-based foundation for market expansion across low-connectivity, operationally complex environments.
• Mentored and managed a team of five researchers, building regional research capacity and ensuring high data quality standards and strict alignment with project timelines.
• Translated findings into clear strategic recommendations for internal leadership and external partners to drive operational decision-making.

Customer Insights Associate - Bridge International Academies - Nairobi

(2020-08 - 2021-12)

• Supported design and deployment of a multi-country Customer Pulse System via Qualtrics, capturing real-time feedback from thousands of users across 5 countries.
• Analyzed qualitative and quantitative data to identify systemic gaps, contributing to improvements in customer satisfaction and operational responsiveness.
• Collaborated with cross-functional teams to ensure insights-informed decision-making at country and regional levels.

GIS Officer - Bridge International Academies - Nairobi

(2014-02 - 2020-08)

• Conducted spatial and operational analyses for 300+ locations across 5 countries, supporting data-driven expansion and investment decisions; produced analytical reports and maps that helped 95% of new sites break even within 6 months.
• Supervised 6 GIS assistants and coordinated large-scale field data collection across rural and hard-to-reach areas, ensuring quality and consistency across projects.
• Managed and maintained large spatial datasets, improving data accuracy and accessibility for multiple stakeholders.

Bachelor of Arts - Geography - Moi University (2012-08) Eldoret