Customer Experience Leadership Role in Melbourne

3 weeks ago


Melbourne, Victoria, Australia Xero Full time

Xero is a cloud-based accounting software that empowers small businesses to thrive. Our purpose is to make life better for people in small business, their advisors, and communities around the world.

We are looking for an experienced Customer Experience People Lead to join our team in Melbourne. As a leader in this role, you will be responsible for managing a team of Customer Experience Specialists and Seniors who provide exceptional support to Xero users.

The ideal candidate will have experience leading or managing a team in a customer support environment, with a proven track record of delivering results and improving customer satisfaction. You will also have excellent communication and leadership skills, with the ability to balance the needs of the individual with the needs of the business.

In this role, you will be empowered to make decisions in the best interests of our customers and our business. You will work closely with the global Customer Experience team to deliver on our CX Strategy, objectives, and key results.

As a leader at Xero, you will be expected to:

  • Participate in the local CX leadership team to deliver on our CX Strategy and OKRs
  • Collaborate effectively with global peers to drive alignment and cohesiveness across our global operations
  • Effectively coach your teams to achieve results, including quality, customer satisfaction, and productivity targets
  • Uplift overall capability of your team through ongoing development and coaching
  • Lead a high-performance culture in your teams, celebrating success and proactively managing underperformance
  • Ensure your teams are delivering on workforce planning requirements, including Specialist availability, leave management, and productivity targets
  • Play a key role in change leadership, ensuring changes are well understood and adopted

What we offer:

  • A competitive salary of $120,000 per annum
  • A generous paid leave policy, including 26 weeks of parental leave
  • Dedicated paid leave to care for your physical and mental wellbeing
  • An Employee Assistance Program for mental health support
  • Health insurance, life insurance, and income protection
  • Wellbeing and sports programs
  • Employee resource groups
  • Career development opportunities

Why Xero? We are a values-driven company that offers a unique opportunity to do the best work of your life. With a strong focus on customer satisfaction and employee wellbeing, we are committed to making a positive impact on the lives of our customers and employees.



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