Customer Experience People Lead

6 months ago

Manchester, United Kingdom 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.

**How you’ll make an impact**

The customer is the heart and soul of Xero and our Customer Experience Team plays a critical role in driving advocacy for Xero through delivering beautiful experiences every time.
- As a company Xero is fiercely customer-centric and we are really proud of our unique customer support model that gives millions of Xero customers a #beautiful and #human experience.

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 exceptional experiences for both the customer and Xero. This leadership role participates as a member of the global Customer Experience leadership team together with being a key member of the Regional Customer Experience leadership team. You will play an active role in contributing towards and executing against the Customer Experience (CX) strategy, objectives and key results. A degree of flexibility will be required to work outside the working hours to accommodate these global projects.

We're looking for two Customer Experience People Leads to lead our CX team. Our CX team works in shift patterns and work from the office at least 3 days per week. The shifts across our CX team varies from 9AM to 8PM, so you'll be able to build meaningful connections with your team and work together to support our customers.

**What you’ll do**:

- Participate as a member of the global CX leadership team to deliver on our CX Strategy, objectives, key results and strategic initiates (OKRs)
- Uplift the 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 goals
- 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 a number of 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 off the back of their feedback and be the point of escalation when there is an aggrieved customer needing assistance
- Attract, recruit and retain capable individuals, building on and complementing the diversity of our team.

**What you’ll bring with you**:

- Experience leading or managing a team, ideally in a customer support environment
- Experience in accounting and/or small business is a bonus
- Proven ability to balance the needs of the individual with the needs of the business; a people and customer driven mindset
- Living our vision & values in decision making, communication, day-to-day activities and behaviours
- Experience in all aspects of people management including performance management, professional skills development, coaching and career progression of the team
- Has an adaptive and collaborative style that meets the needs of the individual or group
- Successfully builds trust and credibility with direct reports, peers and stakeholders across all levels of the business
- Excellent organisation and time management skills
- A growth mindset, change is your friend and you are able to bring others with you on the journey with no fuss

**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, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

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