CX Project Manager (12 month FTC)

The role / impact

As our Customer Experience Project Manager, you will lead the delivery of strategic initiatives that redefine how we provide service and manage risk across our global projects. You will take projects from initial concept through to operational handover, ensuring every output is carefully planned and scheduled to achieve the best possible outcomes for our customers.

Your work balances high standards with a focus on speed to execution, driving continuous improvement through robust risk assessment and problem-solving. By utilising modern project and change methodologies, you will enable our teams to deliver a beautiful experience that empowers small businesses and builds a stronger economy.

The team / how they connect

You will join a global CX team that works across various business units and functional areas to deliver both technical and non-technical initiatives. We focus on creating an inspired work environment and collaborate closely to ensure project deliverables are seamlessly integrated into daily operations.

The team is currently working on / Initially, you will focus on

• Leading CX AI initiatives to enhance our service delivery and customer outcomes.

• Scaling our multi-channel strategy to provide a consistent and efficient experience across all platforms.

• Identifying and proposing new improvements that align with our overarching Customer Experience Strategy.

• Developing repeatable processes and fit-for-purpose project plans to increase efficiency in how we deliver change.

Where and how you can work

Xero supports a flexible working environment where you can balance your time between our collaborative office spaces and working from home. We use boost days to bring our teams together for intentional connection and planning, ensuring you remain supported while maintaining the autonomy to manage your projects effectively.

Here are some of the things we are looking for

• You bring a proven track record of successfully delivering multiple strategic projects

• Your communication and presentation skills allow you to engage and influence stakeholders across all levels of an organisation.

• You have a natural ability to identify potential risks early and develop clear mitigation strategies to keep projects on track.

• A passion for customer obsession drives you to unlock better outcomes and solve complex problems.

• You possess a high level of initiative, allowing you to self-manage and prioritise efforts in a fast-moving, global environment.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.