Learning & Development Specialist - Customer Experience Auckland, NZ / Wellington, NZ / Hawkes Bay, NZ Customer Customer Experience / Permanent / Hybrid Apply for this job Our Purpose At Xero, were here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, were not only making life better for small business, well be building a stronger economy that can change the world.

How you'll make an impact In this role youll be responsible for supporting the design of world leading learning experiences for our global customer experience teams. This role sits within the CX L&D Design team. Xeros Customer Experience (CX) Team is made up of CX Specialists, based in NZ, AU, US, and UK, who work together to provide 24/7 support to Xero users.

We aim to provide beautiful experiences for our customers and make it easy for them to see how Xero adds value to their business. Your work will ensure that learning for customer experience teams is sustainable, scalable and engaging. Your work will enable Xero employees in these teams to develop the skills, behaviours and experiences they need to achieve their goals and to do the best work of their lives.

Youll ensure the learning is set up to enable the agility to adapt in a fast-paced environment and youll bring innovative digital ideas into the CX L&D team. What you'll do Conduct robust discovery analysis to recommend engaging and effective learning solutions that are fit for purpose. Collaborate with subject matter experts to define learning requirements and build learning artefacts.

Design and deliver exceptional learning experiences that expedite employee onboarding, enhance overall workforce skills and engagement, and foster a culture of continuous learning. Maintain learning programmes, frameworks, systems and resources to ensure they are effective and aligned with industry best practice. Analyse feedback and evaluations to drive action to ensure continuous improvement of learning.

Contribute to ideas and tasks for CX that improve the experience for our teams and for our customers. Maintain a keen understanding of L&D trends, developments and best practices throughprofessional organisations, educational opportunities and personal networks. What you'll bring A passion for creating innovative, learner-centric experiences 2 years' experience in instructional design, with strong content development skills Proficiency with eLearning tools like Articulate 360 and experience in assessing learning outcomes A growth mindset and ability to adapt in a fast-paced, changing environment High emotional intelligence with excellent collaboration and communication skills Strong time management and ability to manage end-to-end learning projects Experience in high-level design and storyboarding of learning materials A team-first approach aligned with Xeros values: kind, collaborative, customer-fo.