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.