CX Project Manager

Posted 2 Days Ago
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Melbourne, Victoria
Hybrid
Mid level
Cloud • Fintech • Information Technology • Machine Learning • Software
Xero’s online accounting software connects small business owners with their numbers, their bank, and advisors anytime.
The Role
You will oversee and lead CX projects at Xero from inception to operational handover, focusing on planning, scope, and delivering outcomes while managing risks and stakeholders to drive continuous improvement in customer experience.
Summary Generated by Built In

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.


We’re looking for a Customer Experience Project Manager to lead key projects that drive our strategy, redefine service excellence, and manage risks effectively.


You’ll oversee projects from concept to operational handover, focusing on planning, scoping, and delivering outcomes. The role emphasises project management, risk assessment, and problem-solving to drive continuous improvement in CX, balancing quality, innovation, and speed.


Working across global teams and functional areas, you’ll apply project and change methodologies in a fast-paced environment. Your passion for customer experience and dedication to enabling teams to achieve exceptional outcomes will make a lasting impact.


What you'll do


● Plan, implement, and deliver CX projects on time and to scope.

● Identify and mitigate risks with effective strategies.

● Define project scope, outcomes, and deliverables; create tailored plans.

● Collaborate with stakeholders to align deliverables and embed change into BAU.

● Report progress, risks, and solutions to CX leadership.

● Manage multiple projects, prioritising based on CX goals.

● Drive transparency, collaboration, and efficiency in project delivery.

● Propose improvements aligned with CX strategy.

● Support the CX projects team and leadership as needed.


What you'll bring with you


● Proven project management experience delivering strategic projects

● Strong communication, presentation, and stakeholder management skills, with the ability to influence at all levels.

● Excellent analytical, problem-solving, and risk management skills, with a track record of improving business processes.

● A drive to thrive in dynamic environments, with the ability to independently bring objectives to life and manage competing priorities.

● Customer-focused mindset, high initiative, and the ability to deliver results under pressure.


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.

What the Team is Saying

Rose
Sophia
The Company
HQ: Hawthorn, VIC
4,700 Employees
Hybrid Workplace
Year Founded: 2006

What We Do

Xero is a global small business platform with 3.95 million subscribers which includes a core accounting solution, payroll, workforce management, expenses and projects. Xero also has an extensive ecosystem of connected apps and connections to banks and other financial institutions helping small businesses access a range of solutions from within Xero’s open platform to help them run their business and manage their finances.

Why Work With Us

Xero is not like most companies. When you join Xero, you become part of something beautiful —a global community of people who are passionate about making an impact on the world. It’s a place where you can truly be yourself and find success in a way that’s meaningful to you.

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Xero Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.

Typical time on-site: Flexible
HQMelbourne (HQ)
HQWellington, NZ
Singapore
Auckland, NZ
Brisbane
Denver, CO
London, GB
Napier, NZ
New York, NY
Company Office Image
San Mateo, CA
Sydney, NSW
Toronto, Ontario
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