Customer Experience Leadership Professional

5 days ago

Auckland, Auckland, New Zealand Roman Health Pharmacy LLC Full time

Xero is a cloud-based accounting software that helps small businesses grow and thrive. At Roman Health Pharmacy LLC, 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.

Our team works together to provide 24/7 support to Xero users. We are 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 and seniors who are passionate about providing these experiences for both our customers and Xero. Your team will be providing exceptional support and guidance to small business owners, bookkeepers, and accountants when they reach out to us with a question and when they reach out to them proactively by phone.

Key Responsibilities
  • Participate as a member of the local CX leadership team to deliver on our CX strategy, objectives, key results, and strategic initiatives (OKRs)
  • Collaborate effectively with your global peers 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
  • Provide outstanding leadership and motivation to the team balancing empowerment and autonomy while ensuring accountability
  • Collaborate closely with 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 executive-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.
  • Proactively understand and manage compliance and regulatory obligations for your areas of responsibility.

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