NEXTDC
Technology
CXProgramLead
Neural analysis suggests this role is
optimal for mid candidates.
“CX Program Lead at NEXTDC. Skills: Customer experience, Program execution, Transformation delivery. Mobilise ONECX Program. Define Customer Experience Priorities”
What You'll Achieve.
Visible improvements across customer journeys; Measurable improvements across customer journeys; High impact outcomes; Customer retention; Customer expansion; Operational excellence; Deliver early impact within 90 days; Establish scalable operating rhythm; Deliver enterprise CX plan
Industry & Context.
Problem-solving skills; Diagnose customer pain points; Define practical solutions; Define scalable solutions
What They're Looking For.
Must Have
Proven experience leading CX programs, Experience leading transformation programs, Experience leading customer success programs, Experience in complex B2B environments, Delivering enterprise wide initiatives, Delivering cross functional initiatives, Translating strategy into execution, Delivering measurable customer outcomes, Delivering commercial outcomes, Establishing structured transformation programs, Running structured improvement programs, Using customer insight to identify priorities, Using data to identify priorities, Using operational metrics to identify priorities, Influencing outcomes without line management
Nice to Have
Program and delivery management skills, Structured and disciplined approach to execution, Operate effectively across commercial domains, Operate effectively across operational domains, Balancing customer needs with business constraints, Commercial acumen, Link CX improvements to revenue growth, Link CX improvements to retention, Link CX improvements to cost to serve, Advanced stakeholder engagement skills, Advanced influencing skills, Align senior leaders around priorities, Analytical skills, Problem-solving skills, Diagnose customer pain points, Define practical solutions, Define scalable solutions, Excellent communication skills, Provide clear executive reporting, Provide concise executive reporting, Provide executive level recommendations, Operate comfortably in ambiguity, Creating clarity in fast-moving environments, Creating focus in evolving environments, Creating direction in evolving environments, Action oriented mindset, Bias toward execution, Bias toward momentum, Bias toward outcomes, Experience establishing governance, Experience establishing cadence, Experience establishing risk management, Experience establishing benefits tracking, Background in influencing outcomes across teams
What You'll Do.
Mobilise ONECX Program
Define Customer Experience Priorities
Establish CX Operating Rhythm
Build Initial Measurement Framework
Pursue the path to Scale
How You'll Work.
Team & Collaboration
Sales; Operations; Service Delivery; Marketing; Technology
Communication Scope
Executive reporting; Executive recommendations
Process & Methodology
Program management, Delivery management, Governance, Cadence, Risk management, Benefits tracking
Full Job Description
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. 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 im
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