Lead Researcher: Global Customer Insights & Strategy

Xero; England; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Xero is seeking a Senior Customer Insights role that translates customer evidence into strategic decisions across global markets. You will unify Voice of Customer reporting, ensuring data quality and comparability as platforms evolve, and translate insights into clear actions for product and leadership teams.

The role blends quantitative analytics with qualitative research, collaborating with product, design, data science, and regional leaders to influence decisions and outcomes.

Qualifications

• Experience leading quantitative research projects and translating findings into strategic business decisions.
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Responsibilities

• Establish a unified global Voice of Customer reporting structure across feedback channels.
• Safeguard data continuity and historical comparability for key metrics like NPS and CSAT during platform transitions.
• Set up data flows within Snowflake and SQL and build self-serve dashboards for executive reporting.
• Partner with product data science to evaluate research tools, including AI capabilities and feedback pipelines.

Skills

Quantitative methods

Survey design

Sampling

Statistical analysis

Stakeholder management

User-centric research

Multi-market SaaS/fintech experience

Tools

SQL

Tableau

Snowflake

Data pipelines

Job description

Xero is seeking a Senior Customer Insights role that translates customer evidence into strategic decisions across global markets. You will unify Voice of Customer reporting, ensuring data quality and comparability as platforms evolve, and translate insights into clear actions for product and leadership teams.

The role blends quantitative analytics with qualitative research, collaborating with product, design, data science, and regional leaders to influence decisions and outcomes.