Customer Experience Strategist

7 days ago


Auckland, Auckland, New Zealand Xero Full time

**Join Our Team**

Xero is a dynamic and innovative company that empowers small businesses to thrive. We're looking for a highly skilled Workforce Analyst to join our Customer Experience (CX) team.

About the Role

This role is focused on supporting the CX Team and wider leadership with the execution of our service delivery model. The successful candidate will be responsible for ensuring CX has the right people in the right place at the right time.

About the Team

The CX Team at Xero is a global community of talented CX Specialists working together to deliver exceptional experiences to Xero users. Our team is passionate about helping our customers achieve their goals and grow their businesses.

Your Key Responsibilities

  1. Taking ownership of workforce planning and scheduling.
  2. Tracking trends in customer demand and identifying opportunities for improvement.
  3. Making decisions on resourcing queues and communicating these to CX leaders.
  4. Coordinating teams and People Leaders on plans for the day, ensuring overall coverage on queues is appropriate.
  5. Analysing trends in customer queries and driving improvements with other teams.

What We Offer

  • Opportunities for professional growth and development.
  • A collaborative and dynamic work environment.
  • A comprehensive benefits package, including health insurance and retirement savings plan.
  • The chance to work with a leading provider of cloud-based accounting software.


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