Customer Experience Lead
Xero
full-time
Posted on:
Location Type: Hybrid
Location: Auckland • 🇳🇿 New Zealand
Visit company websiteJob Level
Senior
About the role
- Leading a team of up to 15 CX specialists.
- Contributing to the CX leadership team to execute strategy and achieve key objectives, while collaborating with global peers to ensure operational alignment, is a primary responsibility.
- A high-performance culture will be led by effectively coaching and developing the team to meet and exceed targets for quality, customer satisfaction, and productivity.
- Serving as a key customer advocate and an escalation point, using customer feedback to drive process improvements, will ensure an exceptional service experience.
- Overseeing all team operations, including workforce planning, change leadership, and compliance, is essential to ensure that service level goals are consistently met.
- The entire employee lifecycle will be managed, from recruitment and retention to performance management, while role-modelling company values to build a diverse and capable team.
Requirements
- Proven experience in leading, coaching, and managing a team in a customer-focused support environment.
- Exceptional communication and interpersonal skills for building relationships, influencing others, and managing conflict.
- A strong customer-driven mindset with experience working to and achieving service level and quality targets.
- Demonstrates key personal attributes including resilience, confidence, empathy, and a growth mindset.
- Experience in supporting and delivering business change, with a background in accounting or small business considered a bonus.
Benefits
- very generous paid leave to use however you’d like (plus statutory holidays!)
- dedicated paid leave to care for your physical and mental wellbeing
- Employee Assistance Program to access mental health care for you and your family
- free medical insurance
- wellbeing and sports programmes
- employee resource groups
- 26 weeks of paid parental leave for primary caregivers
- Employee Share Plan
- beautiful offices
- flexible working
- career development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
leadershipcoachingcommunicationinterpersonal skillsrelationship buildinginfluencingconflict managementresilienceempathygrowth mindset