CX Program Lead

Job description

As our CX Program Lead you will be responsible for the rapid mobilisation and execution of NEXTDC’s customer experience programs. Here you’ll be accountable for translating CX strategy into visible, measurable improvements across key customer journeys that reflect high impact outcomes, with a focus on customer retention, expansion and operational excellence. Your mandate will be to deliver early impact within 90 days, establish a 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 fast‑moving or evolving environments Action oriented mindset, with a strong bias toward execution, momentum, and outcomes over theory 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 to identify priorities and guide decision making Experience influencing outcomes across teams without direct line management authority Seize this exciting opportunity to join one of Australia’s 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. At NEXTDC we are building the heart of Australia's and Asia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local and international companies. NEXTDC is an exciting ASX 100-listed technology company, operating data centres across Australia & Malaysia, with continued international expansion underway to support our customers' digital infrastructure. At NEXTDC our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company. NEXTDC is where the Cloud Lives, and where AI Thrives .