Senior Research Operations Specialist

Our Purpose 

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

About the Team & Role

As a key member of the Design and Research  function your focus will be to enable the most efficient and ethical mixed methods research processes for our teams. A key function is to enable our design team  to conduct research with customers and non customers, by building and maintaining a customer panel, where Xero can actively engage with customers to help design products and services people love. You will help systemise processes and find new tools which improve productivity and scalability.  You’ll also work on participant recruitment and scheduling.

What you’ll do

• Work with peers, design and research leaders to optimize research workflows with efficient tools, processes, and budget management.
• Partner with cross-functional teams for consistent research practices and vendor management.
• Build and maintain reporting and support research operations queries.
• Coordinate research logistics and manage full participant recruitment cycle and data.
• Maintain participant panels as well as coordination of in office (usability) testing as required  
• Be able to  handle multiple projects at once, working with Research Operations peers to divide work and responsibilities

What you’ll bring with you

• Experienced in creating and managing customer panels for customer interviews 
• Experience in building educational material and user guides, facilitating training for designers, researchers and wider business users to participate in research 
• Experienced in establishing best practices for Research Operations and managing tools.
• Successful track record in managing cross functional initiatives with many stakeholders within Research and outside, across different disciplines and business units
• Experience in procurement & change processes including negotiating budget, scope & terms of business.
• Systems thinker with excellence in process analysis and track record of improving processes as a team evolves, resulting in greater operational efficiency and team productivity
• Ability to build simple reporting and dashboards for exec leaders, pulling in multiple data sources 
• Understanding of the Qualtrics technology a plus as well as experience running usability labs or similar. 

Why Xero? 

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.