Job Description
Company DescriptionAt Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees.We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.Job DescriptionRole overview:This role will be responsible for leading our efforts in creating and delivering a seamless and positive customer experience across all touch points. Within your global remit you will be responsible for overseeing the Voice of the Customer, Quality frameworks along with Customer Personas and Journey mapping. You will source the best technology to host and analyse our customer centric data. Working closely with other senior leaders, across verticals and products, to align the customer experience strategy with Xplor’s vision and goalsKey Purpose of Role:Voice of the Customer (VoC):Develop and implement VoC programs to gather and analyze customer feedback.Ensure customer insights are effectively communicated across the organization.Drive continuous improvement based on customer feedback.Quality Management:Establish and maintain quality standards for customer interactions.Implement quality assurance processes to ensure consistency and excellence.Monitor and report on quality metrics, identifying areas for improvement.Customer Personas:Conduct research to develop detailed and accurate customer personas.Ensure personas are integrated into marketing, product development, and customer service strategies.Regularly update personas based on new insights and market changes.Customer Journeys:Map end-to-end customer journeys, identifying key touchpoints and pain points.Collaborate with cross-functional teams to design and optimize customer journeys.Use journey maps to drive strategic initiatives and improve customer experience.Design Leadership:Lead the design of customer-centric processes, products, and services.Foster a culture of design thinking and innovation within the organization.Collaborate with product, marketing, and technology teams to ensure alignment with customer experience goals.Strategic Planning and Execution:Develop and execute a comprehensive customer experience strategy.Align customer experience initiatives with overall business objectives.Measure and report on the impact of customer experience initiatives.Leadership and Coaching:Provide assistance, support and coaching to your leadership team and peersBe an escalation point for global and departmental concernsResponsible for the flow of internal communications to your team from all internal departments and sharing departmental updates to the broader businessDeliver supervision and support to ensure all company standards and policies are adhered to, and maintain oversight that your Team LeadsSet goals for team members as required to support annual performance assessments, with regular documented reviewsFoster a positive and constructive working environmentQualificationsDemonstrable and extensive experience in delivering complex global change programmes, where there may be resistance to embrace new ideasAbility to persuade and influence stakeholders at all levels and push forward improvementsAbility to maintain personal resilience in pressurised or stressful situationsAbility to effectively present business improvements that are understandable, engaging and influentialHigh levels of numeracy, accuracy and attention to detail as well as good grammar and spellingHave extensive experience in managing workforce management teams and toolsExcellent leadership skills with a strong track-record of successfully leading teamsAble to prioritise and manage workload effectively and meet specified deadlinesExcels at identifying problems and providing appropriate solutionsProactive, self-motivated learner with a strong drive to achieve personal goalsGood understanding of the contact centre industryTrack record of delivering large scale projects on time, to quality and budgetExperience of running virtual teams and managing in a matrix environmentHighly analytical and customer focusedAdvanced skill level in Microsoft Office Suite i.e. Word, Excel and OutlookAble to work with global responsibility and accommodate working hours to support thisEducation: Tertiary Level Qualification in Business or Communication advantageousAdditional InformationValues and Life at XplorOur four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:Make life simpleBuild for peopleMove with purposeCreate lasting communitiesIf these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speedSome of the perks of working with us:Unparalleled opportunities to learn and accelerated career developmentA collaborative, team environment with people who truly love what they do12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carerUnlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you growAccess to mental health supportFully flexible work arrangementsHow to apply?To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word moonshot at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Eric Fallon - TA Partner.We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talent@xplortechnologies.com.More about usWe're the first global platform combining SaaS with embedded payments, and tools to help businesses grow and succeed. We offer software solutions in fast-growing ‘everyday life’ verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform. Xplor Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.Good to knowTo be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email.To learn more about us and our products, please visit .We also invite you to check out our Candidate FAQs for more information about our recruitment process .Please note that we do not exclusively rely on artificial intelligence (AI) when making hiring, promotion or any other employment decisions. We don’t have any AI tools in place that are capable of making these kinds of hiring decisions for us.Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.Xplor
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