Learning & Development Specialist - CX
Auckland, NZ / Wellington, NZ / Hawkes Bay, NZ
Customer – Customer Experience /
Permanent /
Hybrid
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
In this role you’ll be responsible for supporting the design of world leading learning experiences for our global customer experience teams. This role sits within the award winning CX L&D Design team. Some of the presitigious awards to name a few are: *LearnX Platinum for Onboarding Programme *LearnX Platinum for Customer Experience Training *Brandon Hall Silver Best New Hire Onboarding Program.
Xero’s Customer Experience (CX) Team is made up of CX Specialists, based in NZ, AU, US, and UK, who work together to provide 24/7 support to Xero users. We aim to provide beautiful experiences for our customers and make it easy for them to see how Xero adds value to their business.
Your work will ensure that learning for customer experience teams is sustainable, scalable and engaging. Your work will enable Xero employees in these teams to develop the skills, behaviours and experiences they need to achieve their goals and to do the best work of their lives. You’ll ensure the learning is set up to enable the agility to adapt in a fast-paced environment and you’ll bring innovative digital ideas into the CX L&D team.
What you’ll do
- Design and develop learning experiences that accelerate and improve speed to competency, uplift workforce capability and engagement, and build capability which leads Xeros to thrive, grow and delight for years to come. This role requires the ability to move with an agile approach in a changing environment, whilst obsessively focusing on driving world class outcomes for Xero through beautiful learning experiences for our people.
- As part of a team, you’ll design learning programmes to support the Xero Customer Experience (CX) teams in their roles and maintain stakeholder engagement throughout the process. These programmes are typically categorised into two areas
- Onboarding & Development - Team members have the technical learning about Xero and skills they need to perform their roles, including customer service skills
- Product and Business change - Team members are prepared to support new Xero products or business processes
- You’ll be collaborating with subject matter experts to define learning requirements, provide advice on learning solutions and build learning artefacts
- Conduct robust discovery analysis to produce engaging and effective learning solutions that are fit for purpose
- Your passion for the human experience and creativity in learning, means you’ll design and develop learning experiences that are highly effective and increase capability for Xero
- Maintain learning programmes, frameworks, systems and resources to ensure they are effective, fit for purpose and aligned with industry best practice
- Analyse feedback and evaluations to drive action to ensure continuous improvement of learning
- Contribute to ideas and tasks for CX and CX strategic projects to improve Xero Customer Experience for our teams and for our customers.
- Maintain a keen understanding of L&D trends, developments and best practices through professional organisations, educational opportunities and personal networks.
Success looks like
- Onboarding & development - Xero CX team members are competent in their roles and can find the knowledge they need.
- Product and business change - Xero CX team members are prepared to support new Xero products or business processes.
- A commitment to teamwork and assisting others
- Design and development of world leading learning experiences with feedback being scored highly on evaluations as well as impacting on key business measures and feeding into continuous improvement loops.
What you’ll bring with you
- 2 years or more working in an instructional design setting with proven experience applying adult learning principles in the creation of engaging and effective learning experiences
- Proven experience in high level design, storyboard and content development
- Ability to create a wide range of learning including e learning utilising a wide range of tools including Articulate 360
- Experience in assessing learning outcomes built into the learning is preferred
- You’ll be resourceful, finding creative ways to build learning solutions that meet the challenges of a fast-paced environment
- A passion for designing awesome learning experiences that will inspire and delight our Xeros as well as energised by elevating the skills and talents of our people
- Xero Values - Be kind; embrace our culture where we encourage diversity in a psychologically safe workplace. Voice your own opinion while considering the opinions of others.
- High E.Q. Self-aware, self-regulated, motivated and empathetic, with great interpersonal skills.
- Be collaborative; work with the team and others to achieve a good outcome using a working style that suits the problem at hand.
- Stakeholder management - Be customer-focused;
- Outstanding communication and time management skills
- Innovative mindset, with the ability to be flexible and adapt to change in a fast-paced environment
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.
