Customer Experience People Lead
Auckland, NZ
Customer – Customer Experience /
Permanent /
On-site
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.
How you’ll make an impact
Xero’s Customer Experience (CX) 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 at our Auckland site. Your team will provide exceptional support and guidance to small business owners, bookkeepers and accountants. You’ll empower your team to provide excellent support and use their judgement to make decisions in the best interests of our customers and Xero.
You will be a key contributor in our global CX team to enable the effective execution of the global strategy, objectives and key results. As a leader, you will have a passion for resolution, being customer centric and delivering outstanding service. You will champion high levels of customer satisfaction through all contact channels, pushing the boundaries to continuously improve customer satisfaction.
What you’ll do
- Participate as a member of the local CX leadership team to deliver on our CX Strategy, objectives, key results and strategic initiates (OKRs)
- Collaborate effectively with your global peers to to drive alignment and cohesiveness across our global operations
- Effectively coach your teams to achieve results, including your teams quality, customer satisfaction and productivity targets
- Uplift overall 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 targets
- Play a key role in change leadership, ensuring changes are well understood and adopted
- 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, advocate for our customers (being the voice of the customer to influence business change) and be the point of escalation when there is an aggrieved customer needing assistance or exec level complaint
- Actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of our team
- Ensure our customers receive exceptional service by proactively identifying opportunities to improve the service offered to our customers and in Xero processes.
Success looks like
- Highly engaged team that is set up for success to perform their role to the highest possible standard
- Response time & resolution rate goals are maintained and/or improved to agreed targets
- Customer related issues are managed or escalated accordingly resulting in effective resolution of the issues
- Good performance is recognised and celebrated. Under performance and any people management issues are managed promptly and effectively.
- Quality experiences are delivered to our customers, monitoring through internal and external feedback and providing coaching to team members to achieve this
- Participation in the global Customer Experience team, attend and lead regular team meetings to successfully deliver performance and land change
- Adaptable approach to grow with the changing needs of our business and Customers
- Strong collaboration with teams across Xero, proactively engaging when you identify improvement opportunities.
What you’ll bring with you
- Experience leading or managing a team, in a customer support environment
- People, performance and customer driven mindset
- Experience working to service levels and quality targets
- Excellent communication skills
- Passion for coaching and active listening skills
- Experience supporting delivery of change, ideally with some experience in landing change projects
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.
