Learning & Development Specialist - CX

1 week ago

Melbourne, Victoria, Australia Roman Health Pharmacy LLC Full time

Xero is a user-friendly platform that helps small businesses and their accounting and bookkeeping advisors to thrive and expand.

Our aim at Xero is to improve the lives of people in small businesses, their advisors, and communities worldwide. This goal drives everything we do. We empower our team to deliver top-notch work so they can assist small businesses in achieving success through better tools, information, and connections. When they succeed, they make a positive impact, creating a more beautiful world when millions of small businesses thrive.

How you'll contribute

This role involves supporting the design of cutting-edge learning experiences for our global customer experience teams within the acclaimed CX L&D Design team. Some of the notable awards include: LearnX Platinum for Onboarding Programme, LearnX Platinum for Customer Experience Training, and Brandon Hall Silver for Best New Hire Onboarding Program.

The Xero Customer Experience (CX) Team comprises CX Specialists based in different locations such as NZ, AU, US, and UK. Together, they offer 24/7 support to Xero users, striving to provide exceptional experiences and highlight the value Xero brings to their businesses.

Your responsibility is to ensure that learning for customer experience teams is sustainable, scalable, and engaging, enabling Xero employees to develop the necessary skills, behaviors, and experiences to excel in their roles and contribute positively. You will also be instrumental in fostering agility in a fast-paced environment and introducing innovative digital concepts to the CX L&D team.

What you'll be doing
  • Designing and developing learning experiences to enhance workforce capability, engagement, and accelerate performance for long-term success at Xero.
  • Collaborating with stakeholders and subject matter experts to define learning requirements and provide guidance on learning solutions.
  • Creating engaging and effective learning solutions through robust analysis and evaluation processes.
  • Maintaining learning programs, systems, and resources to ensure effectiveness and alignment with industry best practices.
  • Contributing to CX strategic projects to enhance the overall Xero Customer Experience for both internal teams and customers.
  • Staying updated on L&D trends and best practices through professional organizations and educational opportunities.
Key success factors
  • Ensuring Xero CX team members are proficient in their roles and have access to necessary knowledge.
  • Readiness of CX team members to support new Xero products or business processes.
  • Commitment to teamwork and collaboration.
  • Designing world-class learning experiences that receive high evaluations and drive key business metrics.
Your qualifications
  • 2+ years of experience in instructional design with a focus on creating engaging learning experiences.
  • Proficiency in high-level design, storyboard, and content development.
  • Ability to develop a variety of learning content, including e-learning employing tools like Articulate 360.
  • Resourcefulness in building learning solutions for fast-paced environments.
  • Passion for designing impactful learning experiences and elevating the skills of team members.
  • Strong adherence to Xero values, including kindness, diversity, and a safe working environment.
  • Excellent stakeholder management, communication, and time management skills.
  • Innovative mindset with flexibility and adaptability to change.

Why choose Xero?

Xero offers generous paid leave, health and wellbeing programs, employee assistance, life insurance, flexible working arrangements, career development opportunities, and more. Join us at Xero and unleash your potential in a supportive and thriving work environment.


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