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Customer Experience Manager

1 week ago

Auckland, Auckland, New Zealand Xero Full time

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:

In this role, you'll be responsible for leading the Australia Customer Experience (CX) team, driving word class service across customer outcomes, people, operations, and alignment against the CX strategy. You'll empower and motivate the teams to deliver on both experience and performance expectations and ensure that these teams are highly engaged and our customers are incredibly well supported.

You'll ensure strong connection and cohesion into the CX global support model. You'll act as a key point of contact and representative for CX across the Australian business.
What you'll do:

Uplift the capability of your leadership team through effective ongoing development and coaching
Ensure your direct reports are creating high performance cultures within their teams
Build staff engagement across all teams, ensuring all teams understand their purpose and feel connected with the CX strategy
Establish and refine leadership and operating frameworks as identified (success measures, absence management, high performance standards, experience excellence, quality and high compliance environment)
Collaborate strongly with the Customer Experience Managers in New Zealand to create alignment and operational cohesion, ensuring the right level of consistency with the global support model
Collaborate and participate as a member of the senior global CX leadership team ensuring alignment and execution across the CX Strategy, key communications are cascaded in a timely manner, and all teams are operating within a robust operational framework which optimises the customer experience
AU CX actively contributes to the achievement of the CX Objectives and Key Results (OKRs)
Ensure the AU CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition)
Be a strong change ambassador, ensuring CX change is successfully adopted and well understood
Advocate for needs across people, customer and operations
What you'll bring:

Prior experience managing a leadership team, ideally in a complex, fast paced customer support environment
Proven success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types
Ability to stretch the capability of a dynamic leadership team in a high change environment
Ability to build and maintain effective relationships at a regional and global level
Designing for scalability and flexibility
Growth and development mindset
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, health insurance, life insurance, and income protection, 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.