Voice of Customer Program Manager
18 hours ago
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**
- As our Voice of Customer Program Manager, you will be responsible for the strategy, delivery and execution of the global VOC program (Qualtrics). This role involves leading the strategy and delivery of a new platform, supporting business and cultural change from existing tools and processes, and embedding research best practices at Xero.
This role will enable transformational change with regard to how Xeros connect and empathise with the customer experience. It will support improved product prioritisation measures (OKRs) and strategic decision making across the global business.
This role is responsible for managing a team of four direct reports to produce insights for our global business, consulting with various key stakeholders, working alongside the external vendor, and liaising with senior leaders to enact change across the business.
**What you’ll do**
- Set the strategy and enable the global delivery of the Voice of Customer program (Qualtrics)
- Lead the team of experts who are the go-to people for customer insights at Xero
- Provide strategic business performance measures such as NPS and CSAT
- Lead discussions that support research best practices
- Manage the day to day operations for the Voice of Customer team
- Support product prioritization, strategic decision making and OKRs through VOC insights
- Provide actionable customer insights to Xeros to support key decision making
- Lead the redesign of the detractor callback (closed loop) program
- Provide thought leadership
- Grow the team to support a unified, global approach
- Mitigate risks, reduce overspend and solve big problems related to research.
**Success looks like**
- Voice of Customer program (Qualtrics) delivered and adding value to key stakeholders
- Trust and confidence in the program across the Exec team, key stakeholders and wider business teams
- Design of a 3 year strategy - VoC team is enabled to deliver value to the wider business
- Insights are utilised to make improvements in product, experience and customer satisfaction
- Strong working relationships and engagement across Xero teams and key stakeholders
- Reduction in risk associated with technology, security and business (over-surveying)
- Reduction in survey tool spend
**What you’ll bring with you**
- Experience running successful projects or program management
- Experience in working across multiple disciplines and multiple teams
- Experience in research or insights or data analytics (desirable, not a must have)
- Leadership and management experience - ability to empower others to develop
- Strategy - ability to set the vision and deliver on a strategy
- Relationship management - developing relationships with key stakeholders, including software vendors and external parties
- Problem solver - the ability to define and solve problems to achieve desired outcomes
- Excellent communication skills
- Awesome can do attitude
- Ability to roll with the punches by being flexible, working in a fast paced SaaS environment
- Strong analytical skills and experience with reporting and data analysis
- Xero is a Rainbow Tick certified employer._
- Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business._
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