Chief Customer Officer at Xero, Rachael Powell: The Power of Positive Psychology: Creating Authentic Company Cultures

Not many people can say they’ve held leadership positions in marketing, sales, and HR during their business career. Well, maybe except for Rachael Powell, who has done all three and says it’s just her “natural curiosity” that brought her on such a path.

Having worked for over 25 years at digital and technology companies, Rachael now serves as Chief Customer Officer at Xero, a company creating cloud-based accounting software for small businesses.

On this episode of Go to Market Grit, Joubin and Rachael discuss ways to apply positive psychology within an organization in order to improve customer experience, as well as how Rachael recruits for talent.

In this episode, we cover:

• How Rachael's current company, Xero, is focused on improving lives across the globe through its cloud-based accounting software for small businesses. (4:59)
• How Rachael's 'natural curiosity' helped her build a broad skill set. (7:55)
• ‘I'm definitely a builder': The apprehension Rachael felt before taking the Chief People Officer role at Xero — and why she took the job. (10:44)
• This is absolutely a vocation for me': Why Rachael loves her job and is invested in Xero's purpose. (16:32)
• 'Don’t ask, show': Why Rachael believes that results come from ‘showing what you’re capable of’ and not by asking for them. (20:26)
• ‘The human ripple effect’: How enthusiasm for a company can transfer from employees to customers — and the benefit of putting all elements of the customer journey under one executive. (23:33)
• Recruiting talent: Why Xero focuses on having a conversation with job candidates to gauge their values, passions, and strengths. (27:17)
• How to develop new talent and build a strong foundation of wellbeing within an organization with ‘positive psychology.’ (30:40)
• Why Rachael hired communication, recruiting and diversity roles when she became Chief People Officer at Xero — and how the company tries to foster an authentic workplace environment. (34:07)
• Why putting 'play' into an organization is crucial for innovation. (38:58)
• 'It is an enormous opportunity': Xero's strategy for bringing their product to market in the Northern Hemisphere. (44:10)
• How Rachael defines the word grit. (51:21)

Guest: Rachael Powell, Chief Customer Officer at Xero

Links:

• Connect with Rachael
  • Xero
• Connect with Joubin
  • Twitter
  • LinkedIn
  • Email: gtmg@kleinerperkins.com
• Learn more about Kleiner Perkins