Customer Experience People Lead

TN United Kingdom; Manchester; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Experience People Lead to drive advocacy through exceptional service. In this pivotal role, you'll lead a team dedicated to creating beautiful customer experiences, ensuring alignment with strategic objectives while fostering a high-performance culture. This position offers a unique opportunity to shape the customer journey, enhance team capabilities, and contribute to a customer-centric vision. If you are passionate about leadership and customer satisfaction, this role is perfect for you.

Qualifications

• Experience leading or managing a team in customer support.
• Ability to balance individual needs with business requirements.

Responsibilities

• Lead a team of Customer Experience Specialists to deliver exceptional customer service.
• Engage proactively with customers and handle escalations.

Skills

Team Leadership

Customer Support

Conflict Resolution

Coaching

Time Management

Job description

Social network you want to login/join with:

Customer Experience People Lead, Manchester

Client:

Xero

Location:

Manchester, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

6758de7a7ef0

Job Views:

3

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

How you’ll make an impact The customer is the heart and soul of Xero and our Customer Experience Team plays a critical role in driving advocacy for Xero through delivering beautiful experiences every time. As a company, Xero is fiercely customer-centric, and we are proud of our unique customer support model that provides millions of Xero customers with a #beautiful and #human experience. As a Customer Experience People Lead, you will be responsible for leading a team of Customer Experience Specialists and Seniors passionate about providing these exceptional experiences for both the customer and Xero. This leadership role involves participating as a member of the global Customer Experience leadership team and contributing to the execution of the Customer Experience (CX) strategy, objectives, and key results.

What you’ll do

1. Participate as a member of the global CX leadership team to deliver on our CX Strategy, objectives, key results, and strategic initiatives (OKRs)
2. Enhance your team's capabilities through effective ongoing development and coaching
3. Lead a high-performance culture, celebrating successes and managing underperformance proactively
4. Ensure your teams meet workforce planning requirements, including Specialist availability, leave management, and productivity goals
5. Play a key role in change leadership, ensuring changes are well understood and adopted
6. Provide outstanding leadership and motivation, balancing empowerment and autonomy with accountability
7. Collaborate with operational roles to ensure the team can deliver on the operating plan and support business change
8. Engage proactively with customers based on feedback and handle escalations from dissatisfied customers
9. Attract, recruit, and retain capable individuals, promoting diversity within the team

What you’ll bring with you

1. Experience leading or managing a team, preferably in a customer support environment
2. Experience in accounting and/or small business is a bonus
3. Ability to balance individual needs with business requirements
4. Skill in navigating conflicts positively and proactively
5. A people- and customer-driven mindset
6. Alignment with our vision and values in decision-making and daily activities
7. Leadership and coaching skills with an adaptive, collaborative style
8. Relationship-building skills to establish trust and credibility
9. Excellent organization and time management skills
10. A growth mindset, embracing change and helping others adapt smoothly