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