Voice of Customer Program Researcher

2 days ago

Wellington City, New Zealand Xero Full time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

**How you’ll make an impact**
- We are currently embarking on a transformative project to strengthen our customer insights and research capabilities at Xero, through a Voice of Customer (VOC) research platform. This project will influence and change the way we listen, understand and act on customer feedback across multiple facets of the business.

As a VOC Program Researcher, you will play a key role in building out the touchpoints for capturing customer feedback from our Accountant/bookkeeper Partners and Small Business customers. You will confidently run and lead research initiatives with customer and product teams, generate insights and report back on your findings to key stakeholders.

You will be confident using Qualtrics (or other similar VOC platforms), have good knowledge of research and data analysis processes and tools, and be comfortable around large datasets. You will have a wealth of experience working in customer research, insights generation, and be a key player on this new and influential program.

**What you’ll do**

**Conduct research**
- Plan and initiate new research studies, collaborating with teams from Product, Customer and Technology.
- Support the funnel of new research requests, setting clear expectations with key stakeholders around timeframes and deliverables.
- Collaborate with other researchers and data analysts, share insights and co-lead on large projects.
- Build out comprehensive questionnaires using Qualtrics, ensuring surveys are targeted to the right customers at the right time, via the right channel.

**Generate insights**
- Generate actionable insights for key stakeholders
- Build out Qualtrics dashboards, enabling key insights to be shared across the business.
- Analyse datasets to identify trends and report on key findings, where data may not co-exist in the same system, or reside in our VOC platform.
- Connect insights from your study to other research studies or key data points in the business.
- Communicate effectively - Present and communicate research to a range of different audiences, with a focus on leadership, to make it easy for audiences to action insights.

**Work with cross functional teams**
- Work collaboratively with team members to support the build out of the Voice of Customer program.
- Collaborate with researchers across the business to further enhance the footprint of theResearch Community and value it brings to Xero.
- Work with business partners to raise awareness of the Research Community and engage them around best practices for research at Xero.

**Success looks like**
- You will work with business stakeholders to understand their information needs, set up appropriate programs of research and generate actionable insights based off your analysis of the data
- You’re delivering research on schedule against agreed deadlines, to the highest quality standards.
- You are an ambassador for Xero’s VoC Program and will use strong communication skills to educate the business on best practice research.
- You actively bring Xero's customers to the fore, profiling VoC insights across Xero to enable the business to make data driven decisions.
- You support the development of the VoC Program through keeping up with industry trends and business needs, using your strong stakeholder management and planning skills to bring this to life.

**What you’ll bring with you**
- Communication
- Organisation and planning skills
- Analytical and logical thinker
- Stakeholder management
- Team player
- Lead customer research studies (agency or client-side)
- Previously used Qualtrics (or similar) for conducting customer research
- Responsible for generating insights and reporting key findings to key stakeholders.
- Confident analysing and translating customer data into insight.
- Experience in a global business (desired)
- Xero is a Rainbow Tick certified employer._
- Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business._

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