CX Program Lead

As our CX Program Lead you will be responsible for the rapid mobilisation and execution of NEXTDCs customer experience  youll be accountable for translating CX strategy into visible measurable improvements across key customerjourneys that reflect high impactoutcomes with a focus on customer retentionexpansionand operational excellence. Your mandate will be to deliver early impact within 90 daysestablisha scalable operating rhythm and deliver the enterprise CX plan. 

Key responsibilities include: 

• Mobilise ONECX Program 

• Define Customer Experience Priorities 

• Design and Launch CX Pilots 

• Establish CX Operating Rhythm 

• Build Initial Measurement Framework 

• Actively pursue the path to Scale 

• Deliver Early Wins 

We are happy for this position to be based in Melbourne or Sydney

About You: 

• Strong program and delivery management skills with a highly structured and disciplined approach to execution 

• Ability to operate effectively across commercial and operational domains balancing customer needs with business constraints 

• Commercial acumen with the capability to link customer experience improvements to revenue growth retention and cost to serve outcomes   

• Advanced stakeholder engagement and influencing skills including the ability to align senior leaders around shared priorities 

• Strong analytical and problem-solving skills able to diagnose customer pain points and define practical scalable solutions.   

• Excellent communication skills with the ability to provide clear concise executive level reporting and recommendations  

• Ability to operate comfortably in ambiguity creating clarity focus and direction in fastmoving or evolving environments 

• Action oriented mindset with a strong bias toward execution momentum and outcomes over theory 

Qualifications :

• Proven experience leading customer experience (CX) transformation or customer success programs within complex B2B environments 

• Demonstrated success delivering enterprise wide or cross functional initiatives that require coordination across Sales Operations Service Delivery Marketing and Technology 

• Track record of translating strategy into execution delivering measurable customer and commercial outcomes rather than design only initiatives 

• Experience establishing and running structured transformation or improvement programs including governance cadence risk management and benefits tracking 

• Background in using customer insight data and operational performance metrics toidentifypriorities and guide decisionmaking 

• Experience influencing outcomes across teams without direct line management authority 

Additional Information :

• Seize this exciting opportunity to join one of Australias fastest growing companies and play a key contributing role in the future of AI and the digital economy
• Join an inclusive diverse and values-driven working culture supporting hybrid work practices
• Enjoy awesome employee benefits (gifted share options NEXTDC days volunteer days professional development holistic wellbeing and mental health programs and more)
• Great opportunities to progress within our company (grow as we grow)

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move. 

Remote Work :

No

Employment Type :

Full-time