Principal Consultant - Customer Experience (CX), Technology and Industries

AWS Professional Services (ProServe) is looking to hire a senior transformation leader with deep consulting and delivery pedigree in the Customer Experience (CX) domain and a passion for delivering measurable and lasting impact. In this role, you will own the end-to-end delivery of complex, multi-workstream CX transformation programs for APJC's most strategic customers, spanning contact centre modernisation, sales transformation, back-office optimisation, and end-to-end customer journey redesign, translating C-suite priorities into executable strategies and tangible business outcomes.
You will operate at the intersection of business strategy, technology innovation, and large-scale program execution. You will shape CX transformation roadmaps, navigate ambiguity, assemble high-performing delivery teams, and serve as the strategic partner on program health to senior customer and AWS executives. You will bring deep domain expertise in customer experience disciplines (including contact centre operations, workforce management, omnichannel engagement, and customer journey orchestration) to guide customers through multi-year transformation programs that fundamentally reshape how they serve their customers.
You will extend strategic leadership and commercial acumen to drive successful execution across complex stakeholder landscapes, working across internal and external teams including engineering, contact centre managers and agents, marketing, sales operations, product, and partner organisations.
In this capacity, you will be based in Australia. The role spans the APJC region and you will be required to travel to customer sites 50% or more of the time. You will work alongside AWS technology experts and have access to AWS's breadth of CX, AI, and Cloud services (including Amazon Connect, generative AI, analytics, and automation) to lead efforts that drive transformational customer outcomes.


Key job responsibilities
• Own and drive the end-to-end delivery of large-scale, multi-workstream CX transformation programs encompassing contact centre, sales, back-office, and customer journey transformation
• Translate customer strategic objectives into actionable CX transformation roadmaps, plans, and measurable success metrics tied to customer outcomes (e.g., NPS, CSAT, first-contact resolution, cost-to-serve, revenue uplift)
• Define, monitor, and report on customer outcomes throughout the transformation lifecycle, ensuring programs deliver sustained business value
• Chair executive steering committees, drive critical decisions, and manage escalations with confidence and credibility at C-level
• Serve as a strategic advisor to C-suite executives (CEO, COO, CCO, CTO, CDO), helping shape CX transformation vision, investment strategy, and business cases for change
• Own program P&L, ensuring revenue targets and margins are delivered as planned
• Build, lead, and inspire high-performing, multidisciplinary delivery teams across AWS, customer, and partner organisations, spanning engineering, CX design, contact centre operations, data and analytics, and change management
• Navigate complex stakeholder landscapes, from contact centre agents and team leaders through to marketing, sales, product, and technology executives, aligning priorities and driving consensus
• Identify and mitigate strategic risks, navigating ambiguity and driving rapid resolution across stakeholders
• Establish governance frameworks that balance agility, execution quality, compliance, and delivery velocity across multi-year programs

Basic Qualifications

- 10+ years of experience leading large-scale transformation programs in Customer Experience, Contact Centre, or related CX domains
- Deep domain expertise in one or more of: contact centre operations and technology, omnichannel customer engagement, workforce management, customer journey design, or CX platform modernisation
- Experience engaging and influencing C-level executives (CEO, COO, CCO, CTO) on CX strategy, business cases, and transformation investment decisions
- Experience orchestrating delivery across complex, multi-party, and matrixed environments involving system integrators, technology partners, and internal teams
- Strong technical background with a bachelor's degree in information technology, business, or a related field

Preferred Qualifications

- Experience with Amazon Connect Customer, AWS AI/ML services, or comparable contact centre and CX technology platforms
- Experience defining and measuring customer outcomes frameworks (NPS, CSAT, CES, first-contact resolution, cost-to-serve, AHT)
- Familiarity with CX industry frameworks and methodologies (e.g., customer journey mapping, service design, Voice of Customer programs)
- Scaled Agile delivery methodologies (SAFe, Scrum@Scale) and/or Project Management Professional (PMP)
- Experience leading organisational change management in contact centre or CX environments, including agent adoption, new ways of working, and cultural transformation
- Hands-on experience with AWS services, architectures, and best practices in enterprise-scale environments

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.