Customer Experience People Lead

4 weeks ago

Melbourne, Victoria, Australia Xero Full time
Role Overview

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 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 exceptional support and guidance to small business owners, bookkeepers, and accountants when they reach out to us with a question and when they reach out to them proactively by phone.

You will be empowered and empower your teams to make decisions in the best interests of our customers and our business. This leadership role participates as a member of the global Customer Experience team where you will play an active role in supporting execution against the global Customer Experience (CX) strategy, objectives, and key results.

You will champion high levels of customer satisfaction via all contact channels, pushing the boundaries to continuously improve customer satisfaction. As the Customer Experience People Lead, you will be responsible for leading a team of CX Specialists and Seniors who are passionate about providing exceptional support and guidance to small business owners, bookkeepers, and accountants when they reach out to us with a question and when they reach out to them proactively by phone.

Key Responsibilities
  • Participate as a member of the local CX leadership team to deliver on our CX Strategy, objectives, key results, and strategic initiatives (OKRs)
  • Collaborate effectively with your global peers to drive alignment and cohesiveness across our global operations
  • Effectively coach your teams to achieve results, including your teams quality, customer satisfaction, and productivity targets
  • Uplift overall 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 targets
  • 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, advocate for our customers (being the voice of the customer to influence business change) and be the point of escalation when there is an aggrieved customer needing assistance or exec-level complaint
  • Actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of our team
  • Ensure our customers receive exceptional service by proactively identifying opportunities to improve the service offered to our customers and in Xero processes
  • Proactively understand and manage compliance and regulatory obligations for your areas of responsibility

Success Criteria
  • Role model Xero's values
  • All team members are inspired and able to perform their role to the highest possible standard
  • Your people are working effectively and efficiently with a continuous improvement mindset
  • Response time & resolution rate goals are maintained and/or improved to agreed targets
  • Your direct reports' success measures are met and/or exceeded
  • Customer-related issues are managed or escalated accordingly resulting in effective resolution of the issues
  • Good performance is recognised and celebrated; underperformance and any people management issues are managed promptly and effectively
  • Quality experiences are delivered to our customers, monitoring through internal and external feedback and providing coaching to team members to achieve this
  • Participation in the global Customer Experience team, attend and lead regular team meetings to successfully deliver performance and land change
  • Adaptable to grow with the changing needs of our business and Customers
  • Collaborates effectively with all teams across Xero, proactively engaging when you identify improvement opportunities

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