Head of Workforce Planning (Customer Experience)

Job description

The role / impact

As the Head of Workforce Planning & Optimisation, you will ensure Xero maximises the full potential of our Customer Experience resources by having the right people in the right place at the right time. You will move beyond traditional linear capacity planning to design a fluid, AI-augmented workforce ecosystem that balances high-frequency reactive support with strategic proactive customer success initiatives.

Your work will involve leading the transition to real-time resource orchestration, ensuring every minute of our specialists' time is optimised for maximum customer impact across all global regions. You will act as a key advisor to senior leadership, providing data-backed recommendations on headcount investment and organisational design to de-risk operational changes.

The team / how they connect

You will lead a high-performing global team of nine, distributed across New Zealand, Australia, and the United Kingdom. The team operates as a strategic partner to the business, collaborating closely with regional directors and technology partners to maintain a consistent service experience 24/7.

The team is currently working on / Initially, you will focus on

• Designing and executing a long-term workforce strategy that accounts for AI-driven efficiency gains and the transition to high-value proactive outreach.

• Implementing automated intraday re-balancing strategies to shift resources instantly between channels and functions as demand fluctuates.

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