Customer Experience People Lead

The role & impact At Xero, we are here to make running a business beautiful by making small businesses more efficient and empowering the community behind them. As a Customer Experience People Lead, you will lead a group of Customer Experience (CX) Specialists who are the face of our brand, providing support and guidance to small business owners, bookkeepers, and accountants. You will be empowered to make decisions in the best interests of our customers while supporting the execution of our global customer experience strategy. This role is critical in ensuring that our customers have an exceptional experience when interacting with Xero, whether it's through our product, support channels or community forums. As a Customer Experience People Lead, you will be responsible for: • Developing and implementing strategies to improve customer satisfaction and loyalty • Collaborating with cross-functional teams to ensure seamless customer experiences across all touchpoints • Providing coaching and guidance to CX Specialists to help them achieve their goals and develop their skills • Analyzing customer feedback and data to identify trends and areas for improvement • Building strong relationships with stakeholders, including customers, colleagues, and partners. If you're passionate about delivering exceptional customer experiences and have a track record of success in this area, we'd love to hear from you.