Address
SalaryXero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you'll make an impact:
The Customer ExperienceEngagement Manager will lead and support the delivery of engagement initiatives that help tell the story of our CX strategy and operation to ensure teams are informed, supported and engaged.
You will have a natural ability to piece together initiatives, changes or ways of working to tell a compelling narrative that resonates with a wide range of audiences. You will work with the CX Leadership team to understand and implement engagement strategies that empower our teams, drive commitment in their roles and ultimately showcase value.
This role requires a person who is a great team player, and comfortable working across multiple teams and stakeholders. You will have an eye for detail, and can understand then articulate the bigger picture. You will be flexible, highly adaptable to change, proactive and known for your communication skills.
What you'll do:
- Strategic storytelling: Weave the CX vision and objectives into compelling narratives, aligning each communication piece to create a cohesive, engaging story of change and progress. This could include developing presentations, creating communication messages and other engagement outputs.
- Develop and implement engagement strategies: Craft and execute comprehensive engagement strategies to enhance communication, involvement and telling the “why”.
- Content creation and management: Determine and create compelling content across various platforms
- Collaborating on engagement journeys: Develop and execute engagement strategies that not only inform but also take stakeholders on a journey, showcasing the impact and evolution of initiatives.
- Stakeholder management & engagement relationship management: Build and maintain strong relationships with stakeholders, ensuring consistent and effective communication across the Customer Experience team.
- Analysis and measuring success: Regularly assess the effectiveness of engagement initiatives, using data-driven approaches to refine strategies.
- Experience within a Customer focused organisation (desirable)
- Experienced engagement, communication or change management professional
- Strong performance in crafting and communicating strategic narratives
- Various experience in designing compelling and visually engaging presentations to effectively communicate ideas, strategies, and information.
- Familiarity with engagement processes and systems
- Excellent stakeholder management and interpersonal skills, influencing high level decisions
- Ability to understand the CX strategy and how your activities & deliverables align
- Natural storyteller - creating and delivering meaningful communication to deliver the bigger picture
At Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package including shares plus a range of leave options to suit your well-being. Our work environment encourages continuous improvement and career development and you'll get to work with the latest technology.
Our collaborative and inclusive culture is one we're immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. Our goal is to make sure you feel welcome and supported to do the best work of your life.
At Xero we embrace diversity and inclusion and value a #challenge mindset. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.
Please note that Xero's talent team will be on leave towards the end of December 2023 and into the new year. We will follow up on applications for this role as soon as possible upon our return in mid-January 2024. Happy holidays!
