About the Company
Xero is a global small business platform with 3.95 million subscribers in Australia, New Zealand, and the United Kingdom. We are proud to be an award-winning workplace and recognised by Forbes as the World’s Most Innovative Growth Company. At Xero, we are passionate about making small businesses thrive. We create beautiful software that saves time and boosts productivity, helping millions of entrepreneurs around the world succeed.
Job Description
We are seeking an experienced and passionate Customer Experience Lead to join our dynamic team in Melbourne. In this pivotal role, you will be instrumental in shaping and enhancing the end-to-end customer journey for our SaaS product users. You will lead initiatives to improve customer satisfaction, retention, and loyalty, working closely with product, sales, and marketing teams to ensure a consistent and exceptional customer experience. This role requires a blend of strategic thinking, hands-on leadership, and a deep understanding of customer needs within a fast-paced technology environment.
Key Responsibilities
- Lead, mentor, and develop a team of Customer Experience Specialists, fostering a culture of excellence and continuous improvement.
- Develop and implement customer experience strategies that align with Xero's business objectives and customer needs.
- Analyze customer feedback, data, and market trends to identify pain points and opportunities for improvement across the customer journey.
- Collaborate with product development to advocate for customer needs and influence product enhancements.
- Establish and monitor key performance indicators (KPIs) for customer satisfaction, loyalty, and retention.
- Oversee the resolution of complex customer issues, ensuring timely and effective solutions.
- Drive initiatives to proactively engage customers, gather insights, and build strong relationships.
- Champion customer-centricity across the organization, promoting a culture where the customer is at the heart of all decisions.
Required Skills
- Minimum of 4 years of experience in a customer experience or customer success role within a SaaS company.
- Proven leadership experience, with the ability to manage, motivate, and develop a team.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Excellent communication, interpersonal, and presentation skills.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer analytics platforms.
- Demonstrated ability to develop and execute customer experience strategies.
- Deep understanding of the customer lifecycle in a subscription-based software model.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Experience working in an Agile development environment.
- Certifications in Customer Experience Management (e.g., CCXP).
- Familiarity with financial software or accounting principles.
Perks & Benefits
- Flexible working options (hybrid model)
- Comprehensive health and wellness benefits
- Generous paid time off and parental leave
- Opportunities for professional development and growth
- Employee share plan
- Modern, collaborative office space with amenities
- Employee assistance program
- Team events and social activities
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Courierser Jobs. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Courierser Jobs does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://job.courierser.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.