Sr. Product Designer - Customer Technology

  • Xero
  • Wellington, NZ
  • Dec 15, 2023

Job Description

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

Senior Product Designers at Xero are responsible for designing beautiful, enabling and meaningful experiences that solve genuine customer problems. As a seasoned designer you’ll work closely with Product and Engineering on med-large scale projects within a product area of a portfolio.

The Customer Technology team serves a wide variety of internal teams and Xero customers. We shape the experience for how sales, customer experience, marketing and operations teams do their jobs and help our customers get support and manage their relationship with Xero. We are responsible for sites like Xero Central, Xero Product ideas and Learning as well as features inside our accounting products like accessing support and finding the right apps and services to run their businesses.


What you’ll do

  • Design practice and thinking - Work with designers across Xero to understand Xero’s Product Design vision and direction and ensure consistency and quality of execution within your product design delivery. 
  • Promote the value of design and collaborative practice across spheres of influence and participation
  • Conduct desk research including domain and competitor analysis, interaction/design trends and 'best of' examples
  • Analyse relevant considerations such as research insights (when not directly involved), product strategy and roadmaps, technical environment and constraints
  • Contribute to the definition and articulation of ‘the problem’ – challenging assumptions and 'pre-set' thinking around solutions, agreeing the purpose, principles and vision 
  • Create frameworks (read wireframes low/high-fi, visual frameworks, content/data models etc) which articulate the components, journeys and elements required to solve 'the problem'
  • Explore ideal future concepts that meet customer needs in the best possible way
  • Develop phased design solutions that bridge the gap between a future state and current patterns, XUI design system and other relevant constraints and considerations
  • Create prototypes which tangibly demonstrate a proposed concept or solution
  • Participate in generative user research to understand customer underlying goals, needs, behaviours and pain points (where necessary)
  • Participate in the synthesis of research data, drawing out and articulation of insights
  • Conduct user testing in conjunction with team members

  • Relationship management - Influence, challenge and support other designers within your product area to deliver high quality product experiences.
  • Facilitate cross functional team workshops – to bring everyone together at key points in the process and around key decisions 
  • Collaborate with cross functional teams to ensure proposed solutions balance user needs, business strategy and technical constraints 
  • Collaborate with development teams during sprints to provide design QA and problem solve issues as they arise
  • Collaborate with other designers to test ideas, share challenges, provide feedback and build quality in your practice 
  • Collaborate with content designers to ensure content within an experience is consistent, 'fit for purpose' and meets customer needs
  • Develop detailed interactions and interfaces which are smart and contextually relevant 
  • Present and communicate design work to a range of different audiences 
  • Create effective handover materials which clearly communicate how the design should look and behave throughout interaction flows and journeys (e.g. User flow diagrams, design specifications, experience/interaction specifications etc)

  • Build design processes in Customer Technology - Establish good design practices in Customer Technology that leverage Xero’s design resources
  • Define how what elements of Xero’s broader design systems and processes are relevant to Customer Technology
  • Define how we incorporate design systems from external vendor systems in ways that are complimentary to Xero


Success looks like

  • You’re delivering great product design work 
  • You’re respected by your peers, the design team, and Product leaders
  • You’re delivering on schedule against agreed deadlines, to the highest quality standards 
  • You’re creating inspiring and innovative solutions to meet customer and business problems.
  • Customer Technology knows how and when to incorporate design and designers into our processes


What you’ll bring with you

  • Critical competencies
  • Track record of innovating and delivering high quality design experiences
  • Track record of solving customers' problems through design thinking and execution
  • Excellent communication skills
  • Ability to work largely independently

  • Experience
  • 4-5+ years of experience working on large design projects
  • Experience building and iterating on a product or experiences based on usage patterns, user feedback and an evolving strategic landscape 
  • A portfolio that demonstrates high-quality design outcomes, contributing to user experience and business value
  • Experience across the entire design process, with mastery in executing elegant interfaces
  • Experience at investigating and ensuring consistent journeys across products
Why Xero
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.

Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.

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