Lifecycle Writer & Strategist

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At Xero, we're here to help supercharge small businesses.

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.

Become a core part of Xero's high-velocity lifecycle marketing engine.

In this critical role, you won't just write—you'll act as a strategic partner embedded directly within the customer engagement team, driving how we guide millions of customers.

You will craft compelling content that shepherds customers through every stage of their journey, from onboarding to expansion.

More importantly, you'll be a key strategist, identifying opportunities to optimize performance and increase customer lifetime value—making this the perfect opportunity to truly make your mark on the business.

Here, AI is a tool to augment and test, but you will be here to think, strategize, and create.

You'll leverage technology to accelerate execution while owning the creative and strategic vision.

Reporting to the Head of Performance Creative, you'll be at the center of 20+ monthly experiments designed to boost conversion and reduce churn.

Your words and strategic insights will have a direct, measurable impact on the business, influencing how small business owners experience and engage with the Xero platform.

This is a 6 month, fixed-term position.

What you'll do (Writing : 60%)

Create high-volume, high-impact content across email, SMS, and in-product communications (Intercom)

Transform complex product updates and business concepts into clear, compelling messages that drive action

Write and optimize subject lines, body copy, and CTAs across the entire customer lifecycle

Adapt messaging for global and regional audiences while maintaining brand consistency

What you'll do (Strategy : 40%)

Partner with channel owners to analyze performance data and identify optimization opportunities

Design and plan experimentation roadmaps to test messaging, tone, and creative approaches

Develop content strategies that align with customer journey stages and business objectives

Bridge creative and lifecycle teams to ensure seamless execution of campaigns

Success looks like

Performance impact : Your content consistently drives improvements in open rates, click-to-open rates, and conversion lift across lifecycle touchpoints

Experimentation velocity : You maintain quality while supporting 20+ experiments monthly in a fast-paced environment

Brand alignment : All content reflects Xero's tone of voice and value pillars while driving measurable business outcomes

Cross-functional partnership : You effectively collaborate between creative and customer engagement teams, translating data insights into compelling content

Customer understanding : Your writing demonstrates deep knowledge of small business needs and pain points

10+ years in high-volume content creation at a tech company, ideally B2B SaaS or fintech

Strategic mindset with experience using performance data to inform content decisions

Exceptional writing skills across multiple formats and audiences, with mastery of plain English principles

Collaboration skills to work effectively across multiple teams and stakeholders

Nice to have

Experience with financial services, accounting, or small business software

Familiarity with customer engagement platforms (Intercom, Braze, etc.)

UX writing experience

Speed and quality : Ability to produce excellent work quickly without sacrificing standards

Complex simplification : Talent for making technical or business concepts accessible and engaging

Data-driven approach : Comfort working with performance metrics to guide creative decisions

Adaptability : Thrive in a fast-paced, experiment-heavy environment

Business acumen : Understanding of customer lifecycle stages and marketing funnels

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, health insurance, life insurance, and income protection, 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.

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.

We are a member of Pride in Diversity, in recognition of our inclusive workplace.

Our goal is to make sure you feel welcome and supported to do the best work of your life.

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.

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