Customer Experience Manager

2 weeks ago

Hawke's Bay, New Zealand Xero Full time

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.

We’re looking for a passionate and inspiring leader to join the NZ Customer Experience team at Xero to help us create world class support experiences for Xero customers and an environment for our people to thrive in.

**How you’ll make an impact**

As the Customer Experience Manager, you will be responsible for leading around half of our NZ Customer Experience (CX) team that sits across three sites (Auckland, Wellington, Hawke’s Bay). You will be responsible for driving engagement throughout the team, nurturing a high performance culture, and ensuring the delivery of world class experiences for our customers.

**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 teamsBuild 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)
- Ensure the CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition)
- Ensure team frameworks and operating rhythms are anchored by customer centric outcomes, and drive enhanced customer satisfaction
- Foster effective relationships with CXLT, Managers, Team Leaders, and Seniors to ensure close collaboration and alignment of goals
- Be a senior ambassador for CX, role modeling our values and CX strategy

**What you’ll bring**:

- Ability to adapt to constant change and not afraid to be innovative and a problem solver
- Genuine passion for customers and how we continue to deliver world class serviceAble to ensure your direct reports are delivering high performance cultures and driving customer excellence in line with the wider business
- Exposure to developing talent and resource planning, as we plan for growth
- Have a natural flair in building an amazing culture across teams, as well as relationship engagement across sites
- Collaborative working style to work alongside the other CX Manager (NZ) and the wider global CX leadership team to ensure all CX teams are driving and delivering against our strategy whilst maximising the customer experience

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. At Xero we embrace diversity and inclusion and value a #challenge mindset.

Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.

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