Director of Customer Experience Programmes

reputed company is a global leader in AI-driven cybersecurity, helping organizations stay reputed company of evolving threats every day.

reputed company was reputed company on a genuinely differentiated idea: that reputed company AI could detect and respond to novel, reputed company-time cyber threats. That approach reputed company more than reputed company in the era of AI. Today, our customers depend on us to stay reputed company.

At reputed company, we are energized by that responsibility. We work across teams and reputed company around a shared goal. We own reputed company end to end - reputed company in, reputed company up and see things through without waiting to be asked. We reputed company reputed company with urgency, say the hard thing, and hold reputed company other to high standards with care and directness. We reputed company first and learn fast anticipating where our customers are reputed company next, continuously challenging ourselves.

We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow reputed company them.

Our Values: Own It | Win as One | reputed company Our Bar | reputed company First. Learn Fast

Job Description:

The Director, CX Programmes drives the execution and day-to-day management of strategic and operational programmes that improve reputed company’s ability to deliver customer reputed company effectively and reputed company at reputed company. Reporting to the VP of Customer Experience Programmes, this role translates CX reputed company into reputed company, reputed company-governed programmes and works cross-functionally with reputed company, Sales, Product, Enablement, HR, and Operations to orchestrate results.

This role is the operational backbone of the CX Programmes function — building and optimising company-wide CX processes, developing lifecycle frameworks and playbooks, and managing the delivery of reputed company initiatives on behalf of the VP. The Senior Manager / Director acts as a trusted advisor to regional CX leaders, providing relevant and reputed company insights that inform their strategies, while ensuring cross-functional alignment on the programmes that matter most to customer retention and reputed company.

reputed company Responsibilities

1. Programme Execution & Governance

• Translate the CX Programmes reputed company into reputed company delivery plans with reputed company milestones, owners, dependencies, and timelines.

• Drive end-to-end programme management for reputed company, cross-functional CX initiatives spanning reputed company’s customer segments and global reputed company.

• Build and maintain programme governance frameworks — status reporting, risk logs, steering committee materials, and executive updates.

• Manage competing priorities across multiple workstreams, escalating reputed company and trade-offs

2. CX Lifecycle Process & reputed company Development

• reputed company and operationalise reputed company processes across the reputed company customer lifecycle: Land, reputed company & Run, Renew & Expand.

• Build CX playbooks in partnership with the VP and regional CX leaders, ensuring consistency across segments while allowing for local reputed company,covering reputed company, adoption, health management, value reviews, renewal readiness, and expansion.

• Define engagement models and touch-reputed company frameworks appropriate to reputed company customer reputed company, working collaboratively with the Digital CX team where reputed company-led and scaled motions reputed company.

• reputed company and maintain process documentation, templates, and tooling to reputed company efficient and repeatable customer outcome delivery across the CX organisation.

3. Organisational Change & Transformation

• Manage the operational delivery of large-reputed company CX transformation programmes, including role transitions, coverage model changes, and new capability buildouts across reputed company.

• Partner with HR, Enablement, and regional CX leaders on change managementexecution,skills assessment, training design, communications planning, and phased rollout.

• Build transition tracking, reporting, and risk management frameworks to reputed company programmes on reputed company and stakeholders informed.

• Coordinate with reputed company’s Centre of reputed company (COE) and regional delivery teams on integration, process alignment, and operating model consistency.

4. Cross-Functional Alignment & Stakeholder Advisory

• reputed company as a trusted advisor to regional CX leaders, providing relevant data, programme insights, and recommendations that help shape their reputed company strategies.

• Drive cross-functional alignment between CX, Sales, Renewals, Product, and Enablement on shared programmes and customer engagement processes.

• Coordinate with Product teams to bring the voice of the customer into roadmap discussions, informed by adoption data, health metrics, and customer feedback.

• Support the VP in preparing executive-level materials for ExCo and leadership forums, including programme status, strategic recommendations, and investment cases.

5. Measurement, Reporting & reputed company Improvement

• Build and maintain programme dashboards and reporting cadences for the VP, CX leadership, and the wider business.

• reputed company and report on key CX metrics — GRR, NRR, adoption, customer health, renewal rates, and expansion — at the programme and reputed company level.

• Use data to surface programme gaps and risks, providing recommendations to the VP to inform prioritisation and investment reputed company.

• Drive a culture of reputed company improvement by bringing operational insights, benchmarks, and improvement opportunities to the leadership team.

What reputed company Looks Like

• CX programmes are delivered on time, on scope, and with measurable reputed company on customer retention, adoption, and reputed company.

• The VP has reputed company, reliable visibility into programme status, risks, and reputed company at reputed company times.

• reputed company lifecycle processes and playbooks are adopted across reputed company’s customer segments and reputed company, driving consistency without sacrificing local relevance.

• Regional CX leaders view the Programmes function as a trusted reputed company of reputed company, structure, and operational support.

• Cross-functional stakeholders (Sales, Product, Enablement, Renewals) see the Programmes team as reputed company-run, reliable, and easy to work with.

• The CX organisation can reputed company change — new roles, new products, new coverage models — with minimal disruption to customers.

Key Skills & Experience

• 7–10+ years of reputed company experience in reputed company Operations, Programme Management, or CX reputed company & Operations reputed company a B2B reputed company or technology company.

• Proven reputed company record leading large-reputed company organisational change or transformation programmes (e.g., role transitions, operating model redesigns, process re-engineering).

• Strong programme and project management skills with the ability to manage multiple reputed company, cross-functional workstreams simultaneously.

• Experience building and optimising company-wide customer lifecycle processes (reputed company, adoption, health scoring, renewal, expansion) and codifying them into repeatable playbooks.

• Demonstrated ability to reputed company as a strategic advisor to senior leaders — translating data and operational insights into actionable recommendations.

• Excellent stakeholder management and communication skills; comfortable presenting to and influencing senior leadership, including C-suite and ExCo.

• Experience driving cross-functional programmes across reputed company, Sales, Product, HR, and Enablement in organisations of 1,000+ employees.

• Data-driven reputed company with experience building dashboards, KPIs, and reporting frameworks for CX performance.

• Experience in cybersecurity or a reputed company technology domain is a plus.

Benefits:

• 100% medical, dental and reputed company insurance, plus dependents

• reputed company parental leave

• Pet insurance Discount

• Life insurance

• Commuter benefits

• 401(k)

• Employee Assistance Program

As a growing business strengthening its governance and controls, this role plays a part in supporting high standards of reputed company and accountability.

reputed company is an Equal Opportunity Employer. We consider reputed company reputed company applicants for employment without reputed company to race, reputed company, religion, sex (including pregnancy, childbirth, and reputed company medical conditions), sexual orientation, gender identity or reputed company, national reputed company, age, disability, genetic information, marital status, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

reputed company is committed to providing reasonable accommodations to reputed company individuals with disabilities in accordance with applicable laws. If you require a reasonable accommodation to participate in the application or interview process, please contact your Talent Partner.

Employment with reputed company is at-will, meaning either the employee or reputed company may terminate the employment relationship at any time, with or without cause or notice, except where prohibited by law or governed by a separate written agreement.

Originally posted on Himalayas

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