CX Project Manager

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, free medical insurance, 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.