Ensure Xero maximises the full potential of Customer Experience resources by having the right people in the right place at the right time.
Move beyond traditional linear capacity planning to design a fluid, AI-augmented workforce ecosystem.
Lead the transition to real-time resource orchestration, optimising every minute of specialists' time for maximum customer impact across all global regions.
Act as a key advisor to senior leadership, providing data-backed recommendations on headcount investment and organisational design to de-risk operational changes.
Design and execute a long-term workforce strategy that accounts for AI-driven efficiency gains and the transition to high-value proactive outreach.
Implement automated intraday re-balancing strategies to shift resources instantly between channels and functions as demand fluctuates.
Partner with technology vendors to enhance automation and precision in global support model.
Develop predictive analytics and "what-if" scenario models to de-risk operational changes during product launches or market expansions.

Extensive experience leading workforce management or operational strategy within a global, multi-site environment.
A proven track record of guiding teams through technological transformations is essential, particularly regarding the integration of AI and automated routing.
Mastery of intraday management allows you to pivot resources instantly during high-volatility events.
Ability to influence senior stakeholders by providing data-backed recommendations on headcount and organisational design.
High emotional intelligence helps you mentor your team, identifying new skills they need to remain empowered in an evolving landscape.
Systems thinker who understands how changes in product design or engagement strategy create ripple effects across the global capacity chain.

Hybrid working model that balances office-based connection with flexibility required to lead a team across multiple sites, regions, and timezones

Head of Workforce Planning – Customer Experience

Key skills