Senior CX Transformation Leader for Enterprise Programs

Amazon

Sydney

On-site

AUD 180,000 - 260,000

Full time

14 days+

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Job summary

Amazon AWS ProServe is seeking a Principal Consultant to lead end-to-end CX transformation programs across APJC, including contact centre modernization, sales and back-office optimization, and end-to-end customer journey redesign. You will shape CX roadmaps, assemble high-performing teams, and partner with AWS executives to deliver measurable business outcomes.

You will operate at the intersection of strategy, technology, and large-scale program execution, travel 50%+ to customer sites, and

Qualifications

10+ years leading large-scale transformation programs in CX or related domains.
Deep domain expertise in contact centre operations, omnichannel engagement, or customer journey design.
Experience influencing C-level executives on CX strategy and investments.
Experience delivering across complex, multi-party environments with partners and internal teams.
Bachelor’s degree in information technology, business, or related field.

Responsibilities

Own end-to-end delivery of large-scale CX transformation programs (contact centre, sales, back-office, customer journey).
Translate strategic objectives into actionable roadmaps with measurable outcomes (NPS, CSAT, first-contact resolution).
Monitor and report on customer outcomes and program health, ensuring business value delivery.
Chair executive steering committees and manage escalations with C-level stakeholders.