Customer Experience People Lead

3 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.

  • Customer Experience Manager

    2 weeks ago

    Manchester, United Kingdom The Learning Experience #395 Full time

    Job DescriptionRole: Customer Experience ManagerLocation: Old Trafford, ManchesterHours: Monday – Friday (8.15pm)The Learning Experience #395 is seeking a dynamic and results-driven Customer Experience Manager to lead and elevate our client-facing projects. This role is pivotal in shaping the client journey and ensuring that every touchpoint aligns with...

  • Customer Experience Manager

    1 week ago

    Manchester, United Kingdom The Learning Experience #395 Full time

    Job DescriptionRole: Customer Experience ManagerLocation: RemoteHours: Full-timeThe Learning Experience #395 is seeking a dynamic and results-driven Customer Experience Manager to lead and elevate our client-facing projects. This role is pivotal in shaping the client journey and ensuring that every touchpoint aligns with our mission of delivering exceptional...

  • Customer Experience Manager

    1 week ago

    Manchester, United Kingdom The Learning Experience #395 Full time

    Job DescriptionRole: Customer Experience ManagerLocation: RemoteHours: Full-timeThe Learning Experience #395 is seeking a dynamic and results-driven Customer Experience Manager to lead and elevate our client-facing projects. This role is pivotal in shaping the client journey and ensuring that every touchpoint aligns with our mission of delivering exceptional...

  • Customer Experience Lead

    4 months ago

    Manchester, United Kingdom Page Personnel Full time

    CX Strategy Delivery lead - 6 month contract role **About Our Client**: This business are an ethical and established business with excellent track record, they operate within a specialist market and will offer hands on training to learn about their services in detail. This contract role will be responsible for stakeholder engagement and manage the delivery...

  • Customer Experience Lead

    3 weeks ago

    Manchester, United Kingdom Ambassador Theatre Group Full time

    About Us Ambassador Theatre Group (ATG) is a leading live entertainment company, owning, operating, and programming some of the world's most iconic venues across Britain, the US, and Germany. We are passionate about bringing great live experiences to audiences worldwide, supporting creative talent, and providing opportunities for our people and...

  • Customer Experience Strategist

    13 hours ago

    Manchester, United Kingdom Dragonfly People Full time

    Job DescriptionAs a Customer Journey Owner at Dragonfly People, you will be responsible for designing and delivering exceptional customer experiences that drive growth and efficiency.The ideal candidate will have a passion for leveraging cutting-edge technologies, including generative AI, to create personalized and seamless customer journeys.Key...

  • Customer Experience Strategist

    11 hours ago

    Manchester, United Kingdom Dragonfly People Full time

    Job DescriptionAs a Customer Journey Owner at Dragonfly People, you will be responsible for designing and delivering exceptional customer experiences that drive growth and efficiency.The ideal candidate will have a passion for leveraging cutting-edge technologies, including generative AI, to create personalized and seamless customer journeys.Key...

  • Customer Experience Strategist

    13 hours ago

    Manchester, United Kingdom Dragonfly People Full time

    Customer Journey OwnerAt Dragonfly People, we're looking for a talented individual to own the design and delivery of servicing journeys and customer experience of our growing customer base. As a Customer Journey Owner, you will leverage our cutting-edge tech estate, including generative AI capabilities, to put customers first while enabling efficient and...

  • Customer Experience Strategist

    11 hours ago

    Manchester, United Kingdom Dragonfly People Full time

    Customer Journey OwnerAt Dragonfly People, we're looking for a talented individual to own the design and delivery of servicing journeys and customer experience of our growing customer base. As a Customer Journey Owner, you will leverage our cutting-edge tech estate, including generative AI capabilities, to put customers first while enabling efficient and...

  • Customer Experience Lead

    2 weeks ago

    Manchester, United Kingdom Astrid & Miyu Full time

    About Astrid & MiyuAstrid & Miyu is a pioneering jewellery brand that has been revolutionizing the industry for over a decade. Our mission is to create a unique and memorable experience for our customers, while empowering diversity and promoting sustainability.Job SummaryWe are seeking an exceptional leader to join our team as an Experiential Retail Manager....

  • Customer Experience Lead

    2 weeks ago

    Manchester, United Kingdom Astrid & Miyu Full time

    About Astrid & MiyuAstrid & Miyu is a pioneering jewellery brand that has been revolutionizing the industry for over a decade. Our mission is to create a unique and memorable experience for our customers, while empowering diversity and promoting sustainability.Job SummaryWe are seeking an exceptional leader to join our team as an Experiential Retail Manager....

  • Customer Experience Lead

    2 weeks ago

    Manchester, United Kingdom Chiesi Group Full time

    Job SummaryWe are seeking a highly skilled Customer Experience Lead to join our Respiratory Marketing team at Chiesi Group. As a key member of our team, you will be responsible for developing and executing a comprehensive Customer Experience strategy that drives business growth and customer satisfaction.Main ResponsibilitiesDevelop and implement a...

  • Customer Experience Lead

    2 weeks ago

    Manchester, United Kingdom Chiesi Group Full time

    Job SummaryWe are seeking a highly skilled Customer Experience Lead to join our Respiratory Marketing team at Chiesi Group. As a key member of our team, you will be responsible for developing and executing a comprehensive Customer Experience strategy that drives business growth and customer satisfaction.Main ResponsibilitiesDevelop and implement a...

  • Customer Experience Lead

    2 weeks ago

    Manchester, United Kingdom TransPennine Express Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Experience Lead to join our team at TransPennine Express. As a key member of our Customer Experience team, you will play a critical role in driving excellence in customer experience across our network.Key ResponsibilitiesDevelop and implement customer experience strategies to enhance...

  • Customer Experience Lead

    2 weeks ago

    Manchester, United Kingdom TransPennine Express Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Experience Lead to join our team at TransPennine Express. As a key member of our Customer Experience team, you will play a critical role in driving excellence in customer experience across our network.Key ResponsibilitiesDevelop and implement customer experience strategies to enhance...

  • Customer Experience Lead

    16 hours ago

    Manchester, United Kingdom Chiesi Group Full time

    PurposeThe CX and Omnichannel Lead is responsible for developing and executing the Customer Experience and Omnichannel strategy within the Respiratory Marketing team, ensuring seamless integration across marketing and wider Respiratory BU activities.Main ResponsibilitiesLead the UK Omnichannel Marketing Strategy for the Respiratory and Special Care teams,...

  • Customer Experience Lead

    14 hours ago

    Manchester, United Kingdom Chiesi Group Full time

    PurposeThe CX and Omnichannel Lead is responsible for developing and executing the Customer Experience and Omnichannel strategy within the Respiratory Marketing team, ensuring seamless integration across marketing and wider Respiratory BU activities.Main ResponsibilitiesLead the UK Omnichannel Marketing Strategy for the Respiratory and Special Care teams,...

  • Customer Experience Lead

    4 days ago

    Manchester, United Kingdom Chiesi Group Full time

    Job SummaryWe are seeking a highly skilled Customer Experience Lead to join our Respiratory Marketing team at Chiesi Group. As a key member of our marketing leadership team, you will be responsible for developing and executing the Customer Experience and Omnichannel strategy, driving seamless and integrated experiences across our marketing and wider...

  • Customer Experience Lead

    4 days ago

    Manchester, United Kingdom Chiesi Group Full time

    Job SummaryWe are seeking a highly skilled Customer Experience Lead to join our Respiratory Marketing team at Chiesi Group. As a key member of our marketing leadership team, you will be responsible for developing and executing the Customer Experience and Omnichannel strategy, driving seamless and integrated experiences across our marketing and wider...

  • Customer Experience Strategist

    12 hours ago

    Manchester, United Kingdom Dragonfly People Full time

    Customer Journey OwnerThe Customer Journey Owner will be responsible for designing and delivering exceptional customer experiences for our growing customer base. Leveraging our cutting-edge tech estate, including generative AI capabilities, you will prioritize customer needs while streamlining servicing processes. Collaboration with various teams across the...