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This role combines strategic research, Voice of Customer synthesis, and research operations to transform customer evidence into clear business decisions. You will frame complex, ambiguous business questions into researchable problems, merging qualitative and quantitative data with statistical rigor to guide product and leadership teams across Xero's global markets.
You'll join a collaborative, cross-functional team working closely with product, design, data science, and regional commercial leaders. The team operates across global time zones using synchronous and asynchronous methods to keep evidence transparent and accessible. Your focus will be maintaining high evidence quality while directly influencing key product and commercial decisions.
Initial priorities include establishing a unified, global Voice of Customer reporting structure across all feedback channels; safeguarding data continuity and historical comparability for key metrics like NPS, CSAT, and awareness during platform transitions; setting up data flows within Snowflake, SQL, and self-serve dashboards to streamline executive reporting; and partnering with product data science to evaluate research tools, including AI capabilities and feedback pipelines.
You'll need expertise in quantitative methods, survey design, sampling, and statistical analysis. Hands-on SQL experience is essential, alongside familiarity with data pipelines and dashboard tools like Tableau or Snowflake. You should have a proven track record of translating complex, multi-method research into simple, actionable strategic recommendations, with outstanding stakeholder management skills to handle competing timelines and build strong cross-functional relationships. Deep curiosity about user needs and the ability to balance analytical rigor with fast-paced decision-making are critical. Background in SaaS, fintech, or multi-market research environments is a strong advantage.
Xero supports a hybrid working environment with regular office time in modern spaces and collaborative boost days for in-person connection, balanced with flexibility to work from home.
