About this role
CX Content Lead, DK: Kuglegårdsvej 7 | Xero Skip to main content Menu CX Content Lead Apply Now Apply Now Save Saved Open sharing options The Role Our Purpose Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance. At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. At work and in life. Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021. How you’ll make an impact and succeed As the Content Lead, you will make Planday easy for customers while scaling our ability to support them by: Leading the continuous implementation and execution of our written content strategy in the CX team, ensuring efficiency, excellence, timeliness and adherence to business objectives in our written content creation, while also influencing our content strategy. Crafting new and updating existing help articles with pervasive excellence, accuracy and efficiency, leading our CX content creators by example through your expertise. Managing both internal and external stakeholders in DS, Support, Onboarding, Product, Marketing and other departments, ensuring content requirements are clear, expectations are managed, and relationships nurtured. Managing written content operations, ensuring excellence in our Help Centre operability and UX, and implementing efficiency and quality improvements throughout the written content creation process. What you’ll do Prioritise, delegate, coordinate, quality control and oversee written content creation while onboarding, developing and coaching CX content creators. Optimise the written content customer experience through both Fin and the Help Centre, adapting article types, formatting and formulations to Fin sourcing requirements, while maintaining a smooth, human-friendly article reading experience. Transform complex product functionality into straightforward help articles that both explain the business value of utilising features and step-by-step instructions on how to use them. Collaborate with external stakeholders, primarily in Product Management and Product Marketing, to refine content requirements by gaining a precise understanding of product functionality changes and their customer value, impact and release plan, including markets, plans and sizes. Collaborate with Digital Support team members to refine content requirements for Fin initiatives such as Email Fin, Fin Procedures and Swedish Fin, and to incorporate video tutorials within help articles. Implement efficiency gains through AI and other means across our written content creation processes and systems, allowing us to fill content gaps on existing features and create content for new features as efficiently and effectively as possible, while maintaining or improving content quality. Implement UX and performance improvements to Planday’s Help Centre Help.planday.com, by optimising its design, and architecture, and by resolving potential technical issues. What you’ll bring with you Critical competencies Technical: Project management - Applies fundamental project management skills to drive progress. Collaborates with internal and external stakeholders to achieve common and team goals, and welcomes stakeholder feedback. Communicates effectively in writing and verbally to align expectations. AI and systems proficiency - Understands fundamental aspects of both internal and customer facing AI tools and systems, and operates them comfortably. Applies AI and system knowledge to increase task efficiency, scale support and improve the customer experience. Time management - Manages time effectively to meet routine deadlines. Balances multiple tasks with moderate complexity. Seeks feedback on improving time management skills. Analytical thinking - Applies fundamental analytical skills to moderately complex data. Uses critical thinking in routine tasks, solving straightforward problems and evaluates information independently. Applies team objectives in the prioritisation of tasks. Content creation proficiency - Possesses advanced writing and composing skills. Produces high-quality written content with conciseness and clarity. Ensures accuracy in article details and a seamless dynamic of article, collection and Help Center elements. Functional: Customer Focus - Probes beyond the obvious in order to learn the many factors guiding customers’ choices. Probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations. Uses Good Judgement - Proficient in making timely decisions aligned with immediate goals. Drives Results - Regularly exceeds work objectives; finds ways to deliver results more quickly or to a higher-quality standard. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude. Demonstrates tenacity when faced with unpleasant or routine tasks; completes them promptly and successfully. Manages Ambiguity - Quickly and confidently enlists the expertise of multiple stakeholders to shed light on unclear situations. Asks questions to anticipate new priorities and adjusts easily when they arise. Finds novel ways to make swift and steady progress, even when details are unknown. Welcomes change and helps others contend with the uncertainty it brings. Be Curious - Actively seeks out new learning opportunities to enhance skills. This position description is intended merely as a guideline of the responsibilities involved in the position. The employee is expected to perform any other duties as reasonably required by their manager. Want to know more? + Want to know more? + Similar Jobs VP of Global Content Save Saved San Mateo, California, United States Marketing Senior Onboarding consultant Save Saved London, United Kingdom Planday Customer Experience Specialist- Part Time Save Saved Copenhagen, Denmark Planday CX Content Lead Apply Now Apply Now Save Saved Open sharing options Australia Canada New Zealand Asia South Africa United Kingdom United States Australia Explore this location Explore this location Melbourne Brisbane Sydney Melbourne Xero’s head office in Australia is in the buzzing suburb of Hawthorn, a stone’s throw from the CBD. Here, a diverse mix of Xeros work in both global and regional teams. Canada Explore this location Explore this location Toronto Calgary Vancouver Vancouver Vancouver, B.C. Vancouver, B.C. New Zealand Aotearoa New Zealand is our birthplace and where our work is anchored in three foundational themes reflecting both our heritage and our global ambition: Pioneering Innovation, Kiwi Roots, Globally Driven, and Community at our Core. Explore this location Explore this location Wellington (HQ - Xero One) Auckland Napier, Hawke's Bay Auckland Our Auckland employees are based in a bright, modern building in Parnell. Te Ara Turoa means ‘the journey of enduring light’, which refers to the history and significance of the land where the building stands. Napier, Hawke's Bay A converted old wool-store is where you'll find our Hawke’s Bay office. It’s a sunny base for our customer support crew and other teams. Asia Explore this location Explore this location Singapore South Africa Our Cape Town office is Xero's base in South Africa, and Johannesburg is home to the Syft team. In South Africa, we have a history of being first to market with ground-breaking features that solve real problems for accountants, bookkeepers and small businesses. We're proud to have built a thriving community in South Africa for 10+ years. Explore this location Explore this location Cape Town Johannesburg Cape Town Our South African office is located in Cape Town. It's a brand new office space just a stone’s throw from a collection of coffee shops, restaurants, and shops. United Kingdom Explore this location Explore this location Milton Keynes (HQ + Experience Center) London Manchester Milton Keynes (HQ + Experience Center) This vibrant office is our welcoming UK headquarters. It’s close to the train station as well as cycling and walking paths. London The office is a 2 minute walk from the station - Exit Liverpool Street Station from the Bishopsgate exit, cross at the traffic lights and turn left onto New Street and follow the road. United States Explore this location Explore this location Denver New York San Mateo Welcome to life inside Xero — where we're building the future of small business around the world. No matter where you join us from, you’ll find a team that balances global impact and high performance with genuine flexibility, ensuring you have the space to be your best and supercharge your career. Step into our world Step into our world SO Sofia JA Jack How we hire We know interviews can be a bit nerve-wracking. So we've laid out what to expect, how to prepare, and what to expect through the process. Connect with our talent team You’ll connect with our talent team for the initial screen via Google Meet. This call will go over your background, experience, and career goals, as well as what to expect in the process and any questions you may have. We’re focused on finding folks who not only have the right skills, but also align with our values and dynamic way of working. Show us your skills In this interview(s) we want to learn more about your job skills and domain expertise. Anticipate a case study, a tech exercise, a portfolio review, and/or time with your team to dive into role related activities. Don't worry, no matter the role we'll make sure you're prepared to put your best foot forward! Values in action We want to hear how you demonstrate and connect with our values and the future of work at Xero. Be prepared to share examples of how you drive results (we make it happen) and work cross-functionally and focus on the “customer" (we make it beautiful). You’ll be meeting with your potential new team so it’s a great opportunity to ask any questions you may have, too. LEADership Interview (people leaders only) For people leaders, our interviews focus on our four LEAD principles: 1) Lead with vision 2) Elevate capability 3) Act like an owner 4) Distill and solve problems Decision and offer Once you've connected with the team and manager, and everyone (including you!) agree we've found the best fit, we'll move to offer. Supporting Xeros to thrive From flexible working and wellbeing support to professional growth and meaningful perks, we help you do your best work, and feel great doing it. Rewards Employee Share Plan (ESP): Own a small portion of Xero through the employee share plan (ESP). Each year, every Xero receives a percentage of their base salary in Xero shares. The number of shares varies yearly based on salary and share price. Shares are typically offered in July and, for new employees, they’re pro-rated depending on start date. Medical insurance: Xeros in all regions can expect exceptional medical insurance coverage provided by Xero. Many regions even have a fully subsidised option for eligible Xeros. Retirement: Competitive retirement plan options with a matching contribution from Xero. Life insurance: Life insurance coverage is provided to Xeros with a minimum coverage amount equivalent to their base annual salary. Wellbeing Flexible working is not just a nice to have at Xero, it s the way we do things. Employee Assistance Programs (EAP): Access free, confidential support for you and your family as part of our wellbeing program. Modern Health: A free benefit, and our global EAP, for Xero employees and immediate family members to support and promote the wellbeing of Xeros and their families as part of our global wellbeing strategy. This service includes six coaching and six counselling sessions plus access to unique work life services that are available globally. Mentorloop: Every Xero has access to Mentorloop, our platform for finding a mentor. Local wellbeing programs: New wellbeing programs and activities are offered regularly in each region. Leave Annual leave: 20+ days a year Wellbeing leave: 10+ days a year, pro-rated based on start date Xtra leave: Five days a year to use whenever and however Parental leave: 26 weeks paid leave with top-ups, up to 100%, Partner leave: 6 weeks paid leave in baby’s first year Holiday leave: Three extra days over year-end shutdown (it's on the house!) Lifestyle leave: Purchase additional time off, spread the cost over the year Community Connect: One paid day per year for volunteering Xero Xero subscription: Use our beautiful easy-to-use accounting software for your side gig or personal finances. Xero rewards: Gain access to an array of retail discounts including stores, restaurants, holidays and products. Global impact: Work for a company that’s in 9 countries and has 23 offices. Environmentally conscious: Xero is certified carbon neutral and committed to supporting our customers, partners and their communities to become more sustainable. Not ready to join us just yet? Join our talent community to stay in the loop. Sounds good. I'm in. Sounds good. I'm in. Featured links Policies Powered by Happydance. We're excited to get to know you My name is... hello Let's go! Skip — I'm just browsing Cookie settings We use cookies and similar technologies on our websites and apps. Click on the different category headings below to find out more and change your choices. Blocking some types of these technologies may impact your experience on our websites and apps, and the services we are able to offer. Find out more in our notices: cookie noticeprivacy notice Allow All Manage Consent Preferences Functional Cookies Functional Cookies These cookies enable the website to provide enhanced functionality and personalisation. 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