The role & impact
This role turns customer evidence into clear decisions by combining strategic research, Voice of Customer synthesis, and research operations. You will frame complex, ambiguous business questions into researchable problems, merging qualitative and quantitative data with statistical rigour to guide product and leadership teams.
By championing a holistic view of customer needs across global markets, you will ensure our strategy directly aligns with user sentiment. Your work will protect data quality and continuity as our systems evolve, creating reusable insights that empower teams to act with confidence.
The team & how they connect
You will join a collaborative, cross-functional group that works closely with product, design, data science, and regional commercial leaders. The team blends synchronous and asynchronous working methods to keep evidence transparent and accessible across global time zones. Together, the focus is on maintaining high evidence quality while directly influencing key product and commercial decisions.
Initially, the role may focus on:
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.
Partnering with product data science to evaluate research tools, including AI capabilities and feedback pipelines.
Where and how you can work
We support a hybrid working environment that balances working from home with regular time spent together in our modern office spaces. Our collaborative boost days bring teams together in person to connect, and build relationships, while giving you the flexibility to manage your routine in a way that suits your lifestyle.
Here are some of the things we're looking for, for this role:
Expertise in quantitative methods, survey design, sampling, and statistical analysis.
Hands-on experience querying data directly using SQL, alongside familiarity with data pipelines and dashboard tools like Tableau or Snowflake.
A proven track record of translating complex, multi-method research into simple, actionable strategic recommendations.
Outstanding stakeholder management skills, with the capability to manage competing timelines and build strong cross-functional relationships.
Deep curiosity about user needs and the ability to balance analytical rigour with fast-paced decision making.
Background in SaaS, fintech, or multi-market research environments would be a strong advantage.
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Join a Great Place to Work-Certified™ company where your voice matters.
Skills Required
- Expertise in quantitative methods, survey design, sampling, and statistical analysis
- Hands-on experience querying data using SQL
- Familiarity with data pipelines and dashboard tools such as Tableau or Snowflake
- Proven track record translating complex, multi-method research into actionable strategic recommendations
- Outstanding stakeholder management and cross-functional relationship-building skills
- Ability to balance analytical rigor with fast-paced decision-making
- Background in SaaS, fintech, or multi-market research environments
Xero Compensation & Benefits Highlights
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Leave & Time Off Breadth — U.S. materials cite about 21 days PTO, 10 wellbeing days, five Xtra days, a volunteer day, and 12 paid holidays, plus an end‑of‑year shutdown. Company descriptions position this package toward the upper tier among midsize/large tech employers in the U.S. market.
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Parental & Family Support — Primary caregivers are described as eligible for up to 26 weeks of fully paid parental leave, with partner leave in some markets. Family‑forming support via Carrot and access to Modern Health for employees and immediate family reinforce depth in this area.
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Wellbeing & Lifestyle Benefits — Access to Modern Health, a funded ThrivePass wellbeing account (U.S.), and flexible/hybrid work are emphasized as part of a broader wellbeing strategy alongside ERGs and “Boost Day” events. Feedback suggests these programs contribute meaningfully to work‑life balance.
Xero Insights
What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.
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Xero Teams
Xero Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
