Global CX Training & Development Manager at Waddle

Customer Operations, Permanent, Melbourne, AU melbourne full-time
Posted 27 days ago

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.

In this newly created role you’ll be responsible for the successful enablement of our people through strategic leadership of our Digital Training Design Team and Training Delivery Team to deliver world leading onboarding, upskilling and professional development programs for the global Customer Experience (CX) teams across four countries and six sites.

You’ll be responsible for accelerating capability for Xero by ensuring every person within Customer Experience successfully onboards and has world class development. Going beyond the technical requirements, this role works to develop the right mindsets, skill sets, and habits to drive Xero forward.

This role requires a strategic lens to building people capability, and requires the ability to move with an agile approach, think outside the box, and obsessively focus on driving world class outcomes for Xero through beautiful learning experiences for our people.

This role can be based in either Auckland,  Wellington, Hawkes Bay or Melbourne.

What you'll do

  • You will be responsible for identifying, researching, testing and operationalising opportunities for Xero to accelerate speed to competence for new employees, uplift overall workforce capability and engagement, and build capability which leads Xeros to thrive, grow and delight for years to come.
  • Understanding the Customer Experience purpose, mission and strategy and deploying innovative, industry leading learning ideas, concepts, prototypes and strategies focused towards that mission. You will be able to articulate this across the business to influence and gain buy-in to a new way of developing our people.
  • Take high level business goals and define learning success metrics that analyse the capability of our people, including potential gaps and opportunities
  • Developing a long term plan in line with the CX strategy, which defines core capabilities for individual contributors, leaders, and future leaders, and determines a world class learning program to develop these.
  • Lead the program to re imagine the on-boarding experience of new Xeros by applying industry best practices and innovation in digital learning  then lead an implementation of an improved program
  • Bringing experience and energy to work cross functionally to combine data, technology and behavioural insights and build on what we have today to identify innovative, industry leading learning ideas, concepts and prototypes to drive business outcomes for  Xero.
  • Motivate, lead and develop a strong, high performing, multi-functional team and be a senior ambassador and champion for Xero
  • What you'll bring

  • Experience leading or managing the delivery of training and development programs through subordinate teams (Lead leaders).
  • Strategic organisational wide Training and Development program management delivery.
  • Testing, designing, piloting and embedding learning programmes across multiple locations
  • Development and implementation of digital learning programs
  • Application of Adult learning principles, particularly leadership development and coaching
  • Leader of behaviour change and change management 
  • Experience working in an agile environment (preferred)
  • Communication, relationship building and senior stakeholder management
  • Strong people leadership skills with the ability to resolve complex people and learning problems

  • Why Xero?

    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. So, from the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.