Senior CX Transformation Leader - Enterprise Programs

Amazon; Sydney; On-site; AUD 200,000 - 320,000; Full time

Job summary

Amazon Web Services Australia Pty Ltd is seeking a Principal Consultant to lead end-to-end Customer Experience (CX) transformation programs across APJC. You will shape CX roadmaps, assemble high-performing teams, and guide senior customer and AWS executives through multi-year journeys spanning contact centre, sales, back-office, and journey redesign.

You will regularly interact with C-suite leaders, guide investment strategy and business cases, and own program P&L while driving measurable

Qualifications

• 10+ years leading large-scale CX transformation programs
• Experience engaging with C-level executives on CX strategy and investments
• Experience with multi-party, matrixed delivery environments

Responsibilities

• Own end-to-end delivery of large-scale CX transformation programs
• Translate strategic objectives into actionable CX roadmaps and metrics
• Chair executive steering committees and manage escalations with C-level stakeholders
• Lead multidisciplinary delivery teams across AWS and partners
• Define governance frameworks balancing agility with delivery velocity

Skills

CX transformation

Executive stakeholder mgmt

Program leadership

SAFe/Agile

Amazon Connect

Education

Bachelor's degree in IT/Business

Tools

AWS

AWS Connect

AWS AI/ML

Job description

Amazon Web Services Australia Pty Ltd is seeking a Principal Consultant to lead end-to-end Customer Experience (CX) transformation programs across APJC. You will shape CX roadmaps, assemble high-performing teams, and guide senior customer and AWS executives through multi-year journeys spanning contact centre, sales, back-office, and journey redesign.

You will regularly interact with C-suite leaders, guide investment strategy and business cases, and own program P&L while driving measurable