Specialist Onboarding for Xero’s Customer Experience (CX) Team

Sysdoc changed the way Xero trains its CX team, developing and delivering an award-winning onboarding program.

Redeveloping the Onboarding Programme

Xero is a global small-business platform that supports 3.5 million subscribers with a core accounting solution, payroll and expenses, as well as workforce and project management. The brand prides itself on its award-winning customer support and highly skilled CX specialists, with teams based in New Zealand, Australia, the US and the UK.

Training and onboarding for CX specialists didn’t match the demands of the role. Delivery was inconsistent across the global network, learning modules were largely knowledge-based without addressing the skill components needed, and training scenarios were dated and irrelevant to the role. As a result, onboarding a new CX specialist required significant administration, set-up time and support from leadership.

The Challenge

In collaboration with Xero, we were tasked with redeveloping the onboarding program and changing the way it’s delivered. The new ‘Steps to CX’ onboarding program would provide foundational learning for all CX specialists starting in their roles.

Our Approach

Before development began, we worked with Xero to create a list of critical factors and pain points that set out key expectations for the program.

From the outset, our goal was to produce a scalable, world-leading, innovative and meaningful onboarding program with a strong return on investment. Using targeted design thinking sessions, collaboration and a focused evaluation phase, this goal was achieved.

The Outcome

The project was awarded a Silver Brandon Hall Award for Excellence in Learning – Best New Hire Onboarding Program.

Partnering with Sysdoc on our award-winning onboarding programme was both a pleasure and a privilege. We all brought our collective strengths to the table and taught, encouraged, challenged and inspired each other throughout the project. I'm really proud of what we accomplished together.

Team Member


Steps to CX Onboarding Program



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A scalable, world-leading, innovative and meaningful onboarding program


Of the group believed the new onboarding made them job ready.

100% of learner

Gave the training a 4 or 5 out of 5.

86% of learners

Scored 5 out of 5 for the training.

68% by week 20

Case resolution rates increased from 58%

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Peter Auckram

Peter Auckram

Head of Growth

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