CX Project Manager

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About the job

Xero 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 Experience Project Manager will lead the delivery of projects and initiatives which will enable us to deliver on our strategy, redefine leading service practices, and manage risks effectively across our projects.

This role involves leading projects from concept to operational handover, ensuring effective planning, scoping, scheduling, and delivery of key outputs to achieve project outcomes. Emphasis will be on project management, risk assessment, and problem-solving to drive continuous improvement in CX. Balancing high standards of work, innovation, and speed to execution will be key to success.

The Project Manager will utilise project and change methodologies, requiring broad knowledge and understanding of these methods in a dynamic and fast-moving environment. This role will work across global teams, various business units, and functional areas involving both technical and non-technical initiatives.

You’ll be impactful with a huge passion for customer experience, dedication to enable teams to deliver on the best customer outcomes possible, and a focus on delivering initiatives which create an inspired work environment for our global teams. 

What you’ll do
  • Lead the planning, implementation, and delivery of CX projects on time and to the desired quality and scope.
  • Identify and manage project risks, developing mitigation strategies and solutions.
  • Facilitate the definition of scope, outcomes, and deliverables. Develop fit-for-purpose project management plans and approaches.
  • Actively work with stakeholders to ensure project deliverables meet their needs and expectations.
  • Report on project progress, risks, and issues, providing solutions at regular intervals to the Customer Experience Leadership Team.
  • Manage multiple projects concurrently, prioritizing efforts based on CX priorities in discussion with the Head of Customer Experience Projects.
  • Maintain strong communications with all teams at Xero, ensuring transparency and collaboration.
  • Work closely with stakeholders to transition project deliverables and embed change into Business-As-Usual (BAU) operations.
  • Develop repeatable processes to increase efficiency in project delivery.
  • Escalate complex risks or issues clearly and concisely.
  • Identify and propose new improvements and opportunities aligned with the Customer Experience Strategy.
  • Support the wider CX projects team to understand their roles and responsibilities in project delivery.
  • Provide support to the General Manager of Customer Experience as required.

Success looks like
  • Projects are scoped accurately with clear outcomes and deliverables.
  • Successful delivery of projects on time, with results and value to CX, our customers and Xero
  • Effective risk management with proactive identification and mitigation of risks.
  • Seamless integration of changes into BAU with strong stakeholder buy-in and readiness.
  • Development of efficient, repeatable project management processes.
  • Continuous identification and implementation of improvements aligned with CX strategy.
  • Strong collaboration and communication across all levels and teams within the organisation.
  • Active contribution to the success of the global CX Leadership Team and the broader Customer organisation.

What you’ll bring with you
  • Proven experience (at least 5 years) in project management, with a track record of successfully leading and delivering multiple strategic projects applying different approaches (agile, waterfall).
  • Strong risk management skills, including identifying potential risks and developing mitigation strategies.
  • Proven experience improving business processes across complex teams
  • Proven ability to deliver on commitments and balance priorities.
  • Background in Customer service/support environment (desired) 
  • Excellent communication and presentation skills 
  • Ability to engage and influence stakeholders at all levels
  • Strong analytical and problem solving skills 
  • Customer obsession to unlock better outcomes  
  • High level of initiative & ability to self-manage with a focus on achieving project outcomes
  • Ability to work efficiently within agreed timeframes, managing multiple projects and priorities concurrently.

Why Xero? 

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.