CX Program Lead

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