Customer Journey Strategist

1 day ago

Melbourne, Victoria, Australia Xero Full time

Xero is a pioneering platform that empowers small businesses and their advisors to thrive. Our purpose revolves around making life better for people in small business, their advisors, and communities worldwide.

We foster an environment where our employees can do their best work to help small businesses succeed through innovative tools, information, and connections.

As a Customer Journey Strategist at Xero, you will play a vital role in driving our global small business lifecycle and engagement strategy to accelerate conversion, time to value, and continuous incremental uplifts throughout our direct-to-small-business channel.

You will be part of a team responsible for conceptualising and delivering bespoke, orchestrated journeys that are impactful, relevant, and visually appealing.

You'll effectively leverage all direct marketing channels, tooling, and data at your disposal to drive the best customer outcomes – including email, in-product communications, push notifications, and SMS.

Main Responsibilities:

  • Employ a human-centered design approach to map our users' needs and design communication journeys that add value at every engagement point.
  • Collaborate with Digital Product, Content, Regional Marketing, Digital Media, Design, and Analytics specialists to deeply understand the end-to-end customer journey to inform your recommendations.
  • IDentify requirements for customer research along the lifecycle journey to ensure actionable insights and track real customer problems.
  • Utilise Salesforce Marketing Cloud to gain insights into customer engagement behaviour that informs other areas of the business.
  • Drive customer lifecycle programs commercially aligned with business goals and strategy.
  • Ideate and drive optimisation and innovation within the customer journey.
  • Lead end-to-end development and execution of project initiatives within strict timelines and sequencing, through to post-analysis and continual improvement.
  • Analyse experiment and journey performance, tying it back to original objectives and hypothesis, report on results, and share metrics that matter most to stakeholders and the business.
  • Ensure breadth of experiments launched and iterated against all lifecycle marketing levers, including content, timing, targeting, subject line, creative.
  • Build communication journeys (e.g., off existing DEs or SQL), update existing journeys, and work with Marketing Automation Leads on complex journeys requiring advanced SQL.
  • Construct communications in SFMC (emails, SMS, push), add personalisation within assets, use dynamic content, set up batch sends, and triggered journeys at scale.

What You'll Bring:

  • Extensive experience in email marketing and/or marketing automation platforms and digital experimentation.
  • A deep understanding of human-centred design, service design, or design thinking.
  • Experience in Salesforce Marketing Cloud, Sales Cloud, SQL, AMPscript, and Google Analytics.
  • Excellent project management skills and ability to juggle multiple projects simultaneously.
  • Self-motivation, achievement-oriented, innovative thinking, and ability to thrive in a dynamic work environment.
  • Ability to communicate stakeholder 'why' for each project.
  • A deep knowledge and understanding of audience data and segmentation.

About the Role:

This is a 1-year fixed-term contract role offering a competitive salary of $85,000 - $110,000 per year, commensurate with experience.

Xero offers generous paid leave to use however you'd like, dedicated paid leave for physical and mental wellbeing, employee assistance program, health insurance, life insurance, income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits reflecting our human values.

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