The role & impactThis 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 connectYou 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 workWe 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.
LocationUK: London (7 Devonshire Square)Employment TypeFull timeLocation TypeHybridDepartmentDesign
Lead Researcher in London employer: Xero
Xero is an exceptional employer that fosters a dynamic and inclusive work culture, where collaboration and innovation thrive. With flexible working arrangements and a strong focus on employee growth, you will have the opportunity to develop your skills while making a meaningful impact on small businesses in your territory. Join us to be part of a team that values your contributions and empowers you to build lasting relationships within the accounting community.
