Years of experience: 14
Service Quality ManagerCustomer Care SpecialistClient Relations SpecialistCase ManagerHelp Desk SupportCustomer Service
Trust Score
Exceptionally trusted; proven professional excellence.
Richard's Career Path
Nov. 2023 -Nov. 2024
XeroCustomer Experience People Lead (Secondment)
Milton Keynes, England, United KingdomWhat energised me most in this role was enabling my team to feel safe, motivated, and proud of the work they do. I led with empathy and clarity, creating a space where people could bring their full, authentic selves to work—and even find joy in it. Through a period of significant cultural change, I focused on stability, clarity, and a people-first mindset, helping my team navigate evolving ex...
Dec. 2021 -Present
XeroSenior Customer Experience Specialist - Hubdoc and Banking
Milton Keynes, England, United KingdomCustomer-obsessed and solutions-focused, I played a leading role in simplifying complex systems to improve support delivery and scale knowledge. I led the uplift of Hubdoc support—building global enablement from scratch across regions globally with no prior resources. As a global SME, I co-designed and launched “CX Central,” a unified knowledge base tailored to the needs of thousands of users...
Jan. 2020 -Nov. 2023
XeroCustomer Experience Specialist - Banking
Milton Keynes, United KingdomI'm on hand to help Xero users get the most out of the platform, concentrating mainly on automated banking.