Lead Researcher

Xero; Greater London; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Xero is seeking a role focused on turning customer evidence into decisions by merging strategic research with data insights. You will frame questions, synthesize Voice of Customer data, and guide product and leadership teams with rigorous analysis.

You will work across global markets to align strategy with user sentiment, protecting data quality while building reusable insights for action.

Qualifications

• Experience with quantitative methods, survey design, sampling and statistics.
• Proficient in SQL and data visualization tools like Tableau or Snowflake.
• History translating multi-method research into strategic recommendations.

Responsibilities

• Translate complex, multi-method research into simple, actionable strategic recommendations.
• Collaborate with product, design, data science and regional leaders to influence decisions.

Skills

Quantitative methods

SQL

Tableau

Snowflake

Stakeholder management

SaaS/fintech experience

Tools

Data pipelines

Job description

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.

Join a Great Place to Work-Certified company where your voice matters.