CX Project Manager

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.