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Customer Experience Lead

1 week ago

Auckland, Auckland, New Zealand Xero Full time
About the Role

As a key member of our Customer Experience team, you will play a pivotal role in delivering exceptional support to our customers.

We are seeking an experienced leader to lead a high-performing team of Customer Experience Specialists and Seniors who are passionate about providing outstanding service experiences for our customers and Xero.

The ideal candidate will have a proven track record of leading teams to achieve results, including quality, customer satisfaction, and productivity targets. They will be a champion of customer-centricity and have a passion for resolution and delivering empathetic service.

You will be responsible for participating as a member of the local CX leadership team to deliver on our CX Strategy, objectives, key results, and strategic initiatives. This includes collaborating effectively with global peers to drive alignment and cohesiveness across our global operations.

In this role, you will effectively coach your teams to achieve results, uplift overall capability through ongoing development and coaching, and lead a high-performance culture that celebrates success and proactively manages underperformance.