The Customer Experience People Lead is responsible for overseeing a team of Customer Experience Specialists, driving customer advocacy, and implementing CX strategies while ensuring high performance and effective development.
How you’ll make an impact
The customer is the heart and soul of Xero and our Customer Experience Team plays a critical role in driving advocacy for Xero through delivering beautiful experiences every time.
As a company Xero is fiercely customer-centric and we are really proud of our unique customer support model that gives millions of Xero customers a #beautiful and #human experience.
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 exceptional experiences for both the customer and Xero. This leadership role participates as a member of the global Customer Experience leadership team together with being a key member of the Regional Customer Experience leadership team. You will play an active role in contributing towards and executing against the Customer Experience (CX) strategy, objectives and key results.
What you’ll do
- Participate as a member of the global CX leadership team to deliver on our CX Strategy, objectives, key results and strategic initiates (OKRs)
- Uplift the capability of your team through effective ongoing development and coaching
- Lead a high performance culture in your teams, celebrating success and proactively managing underperformance in a meaningful way
- Ensure your teams are delivering on the workforce planning requirements in our global operating plan, including Specialist availability, leave management, and productivity goals
- Play a key role in change leadership, ensuring changes are well understood and adopted
- Provide outstanding leadership and motivation to the team balancing empowerment and autonomy while ensuring accountability
- Collaborate closely with a number of operational supporting roles to ensure the team is equipped to deliver on the operating plan together with being prepared to support business change
- Proactively engage with customers as required off the back of their feedback and be the point of escalation when there is an aggrieved customer needing assistance
- Attract, recruit and retain capable individuals, building on and complementing the diversity of our team.
What you’ll bring with you
- Experience leading or managing a team, ideally in a customer support environment
- Experience in accounting and/or small business is a bonus
- Proven ability to balance the needs of the individual with the needs of the business
- Proven ability to navigate areas of conflict in an open, positive and proactive way
- A people and customer driven mindset
- Living our vision & values in decision making, communication, day-to-day activities and behaviours
- Leadership and coaching. Has an adaptive and collaborative style that meets the needs of the individual or group. Has a range of appropriate responses — knows when to step in and step back. Celebrates others’ successes with them and helps others learn when things don’t go as planned
- Relationship building. Successfully builds trust and credibility with direct reports, peers and stakeholders across all levels of the business.
- Excellent organisation and time management skills
- A growth mindset, change is your friend and you are able to bring others with you on the journey with no fuss
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