Customer Research Coordinator

6 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.

As a Customer Research Co-Ordinator, you will play a key role in supporting the Voice of Customer team by leveraging your Qualtrics experience to help us uncover valuable customer insights from our Accountant/bookkeeper Partners and Small Business customers around the world. You will be confident working in Qualtrics to set up customer research and to present findings back to the business through dashboards and reports. You will have a good knowledge of research and data analysis processes and tools, and be comfortable around large datasets

**What you'll do**:

- Build questionnaires using Qualtrics, ensuring surveys are targeted to the right customers at the right time via the right channel.
- Capture customer feedback from our Accountant/bookkeeper Partners and Small Business customers along multiple touchpoints.
- Optimise the text analytics capabilities of Qualtrics for our large datasets, by auditing and maintaining Text IQ in collaboration with business owners.
- Create Qualtrics dashboards, enabling key insights to be shared with stakeholders.
- Work collaboratively with team members to deliver the Voice of Customer program and document new processes.
- Establish best practice survey processes, dashboards and templates to promote standardised use of using Qualtrics across research teams.
- Administer VoC reporting, including the analysis of datasets to identify trends and the write up of key findings.

**What you'll bring**:

- Demonstrated experience in using the Qualtrics Customer Experience platform.
- Ability to articulate ideas to both technical and non-technical audiences.
- Organisation and planning skills, ability to prioritise work to meet deadlines.
- Analytical and logical thinker
- Team player - Reaches out to peers and cooperates with stakeholders to establish an overall collaborative relationship.

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. At Xero we embrace diversity and inclusion and value a #challenge mindset.

Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.

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