Customer Experience People Lead (10-month Fixed Term)

Xero

  • Wellington
  • Contract
  • Full-time
  • 6 days ago
Our PurposeAt 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.How you'll make an impactXero's Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.As a Customer Experience People Lead, you will be responsible for leading a group of Customer Experience Specialists and Seniors who are passionate about providing these experiences for both our customers and Xero. Your team will be providing exceptional support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when they reach out to them proactively by phone. You'll be empowered and empower your teams to make decisions in the best interests of our customers and our business.This leadership role participates as a member of the global Customer Experience team where you will play an active role in supporting execution against the global Customer Experience (CX) strategy, objectives and key results.To successfully deliver the leadership required, you will have a passion for resolution, being customer centric and delivering outstanding, empathetic service. You will champion high levels of customer satisfaction via all contact channels, pushing the boundaries to continuously improve customersatisfaction.What you'll do
  • You will participate in the local leadership team, driving the customer experience (CX) strategy and key results while collaborating with global peers to ensure cohesiveness.
  • You will lead and motivate your team to build a high-performance culture, providing coaching and development to help them achieve their quality, satisfaction, and productivity goals.
  • You will actively recruit and retain talented individuals, ensuring the team is well-equipped and aligned with our workforce planning requirements.
  • You will play a key role in change leadership, ensuring that new initiatives are well-understood and successfully adopted by the team.
  • You will provide outstanding leadership that balances empowerment and accountability, celebrating success and proactively managing underperformance.
  • You will act as an advocate for our customers, engaging with them directly when required, managing escalations, and using their feedback to drive continuous improvement.
  • You will collaborate effectively with supporting teams across Xero to deliver on the operating plan and equip your team to support business changes.
  • You will proactively identify opportunities to improve our service and processes, ensuring our customers receive an exceptional experience while maintaining compliance and regulatory obligations.
What you'll bring with you
  • You have a people, performance, and customer-driven mindset, with a proven ability to balance the needs of your team with the goals of the business.
  • You possess strong coaching and leadership capabilities, along with a growth mindset that enables you to build great relationships.
  • You are an accomplished communicator who gives and receives feedback constructively and is confident in your decision-making.
  • You are a natural role model for the team, demonstrating empathy, commitment, and a strong sense of curiosity.
  • You have experience leading a team in a customer support environment and are adept at working to service level and quality targets.
  • You are resilient and have a proven ability to navigate areas of conflict in a positive and proactive manner.
  • You have excellent verbal and written communication skills and are comfortable acting as a brand ambassador.
  • You are experienced in supporting the delivery of change and have strong collaboration and influencing skills.
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.

Xero