Lead Researcher

Xero
London
Workplace: HybridFull timeFunction: Research & Scientific (R&D)Skills: ["Stakeholder management","Cross-functional collaboration","Strategic thinking","Analytical rigor","Decision support"]

Turn customer evidence into decision-ready insights by framing ambiguous business questions into researchable problems and synthesizing qualitative and quantitative findings with statistical rigor. Lead global Voice of Customer reporting, protect data continuity for metrics like NPS and CSAT, and set up data flows using Snowflake/SQL and self-serve dashboards. Partner with product and data science teams to evaluate research tools, including AI capabilities, and translate research into actionable strategic recommendations.

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FursaFursa
Xero
Xero
1 week ago

Lead Researcher

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Last checked: 7 hours agoStatus: Live

Job Summary

Turn customer evidence into decision-ready insights by framing ambiguous business questions into researchable problems and synthesizing qualitative and quantitative findings with statistical rigor. Lead global Voice of Customer reporting, protect data continuity for metrics like NPS and CSAT, and set up data flows using Snowflake/SQL and self-serve dashboards. Partner with product and data science teams to evaluate research tools, including AI capabilities, and translate research into actionable strategic recommendations.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Research & Scientific (R&D)
Seniority: Sr. Manager level

Key Responsibilities

  • •Frame complex, ambiguous business questions into researchable problems using qualitative and quantitative data.
  • •Synthesize Voice of Customer evidence into clear decisions for product and leadership teams.
  • •Establish a unified, global Voice of Customer reporting structure across feedback channels.
  • •Ensure data continuity and historical comparability for key metrics such as NPS, CSAT, and awareness.
  • •Set up data flows and self-serve executive reporting dashboards, and evaluate research tools (including AI capabilities) with product data science.

Key Requirements

  • •Expertise in quantitative methods, survey design, sampling, and statistical analysis.
  • •Hands-on experience querying data with SQL, plus familiarity with data pipelines and dashboard tools such as Tableau or Snowflake.
  • •Ability to translate complex, multi-method research into clear, actionable strategic recommendations.
  • •Outstanding stakeholder management skills to manage competing timelines and build cross-functional relationships.
  • •Deep curiosity about user needs and ability to balance analytical rigor with fast-paced decision making.
Experience:SaaSFintechMulti-market research
Skills:Stakeholder managementCross-functional collaborationStrategic thinkingAnalytical rigorDecision support
Tech Stack:SQLSnowflakeTableauAI

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn