Director, Customer Experience

Role overview

Join Cisco’s Customer Experience team in Melbourne and help shape a major transformation of the CX operating model. The focus of this role is to create more personalized, proactive, and predictive customer engagement, while helping customers get maximum value from Cisco’s products, software, and services.

You will work in an environment that values simplicity, customer focus, innovation, diversity, and collaboration. The role is centered on building trust, strengthening long-term customer relationships, and ensuring every interaction supports the customer’s goals and outcomes.

Your impact

As Director, Customer Experience, you will lead a group made up of Customer Experience Principals/Managers, Customer Success Managers, and Customer Program Manager resources. You will guide the team in driving adoption, growing the CX services business, and owning the commercial outcome of the customer segment, including revenue and P&L responsibility.

You will serve as the executive-level contact for the customers aligned to your team and support strategy development that helps those customers succeed. A key part of the role is ensuring customers achieve the outcomes they expect from Cisco’s portfolio.

Key accountabilities

• Drive software and services adoption, value realization, renewals, and growth outcomes across the customer base.
• Reduce renewal risk throughout the customer lifecycle in coordination with renewals teams.
• Build strong executive and technical influence with customers by understanding their business priorities and challenges.
• Represent the customer internally across teams such as Business Units, Finance, and Sales when needed.
• Own services revenue, margin, and software adoption KPIs for the accounts in your portfolio.
• Support the creation and execution of Technical Adoption Plans in partnership with CSS so they align with customer objectives.
• Coordinate Delivery, Partner, Architecture, and Customer Success functions to improve adoption and usage across the portfolio.
• Stay current on Cisco technologies, market competition, and industry trends so you can guide both customers and internal teams effectively.
• Lead through accountability by delivering against financial targets and customer satisfaction measures.
• Encourage your team to act proactively, make data-informed decisions, and align their work to wider business goals.
• Build a collaborative, high-trust team culture and influence stakeholders through clear and effective communication.

Who you will work with

You will lead and coordinate with CXM, CSM, and CPM resources, while also engaging executive stakeholders such as customer technical leaders, operational leaders, and senior executives. The role involves close collaboration with CX teams and partners to deliver value, as well as with Sales, Renewals, the SDA team, and Deal Acceleration teams to support ARR and services growth.

Background and experience

• A bachelor’s degree in Engineering, Computer Science, Business, or a related discipline is preferred; an advanced degree or professional certifications are considered an advantage.
• At least 15 years of experience, along with strong knowledge of Cisco technologies and architecture across Networking, Security, Collaboration, Cloud, Automation, Observability, and Software/Subscription models.
• Solid understanding of service provider market trends, digital transformation, cloud networking, AI-led operations, and managed services across ANZ/APJC.
• Proven strength in customer success, technology adoption, strategic problem-solving, and partnership building.
• Excellent communication and relationship management skills for working with customers, team members, and cross-functional leaders.
• Confidence in managing financial KPIs and making strategic investment decisions, with experience in adoption growth and renewal-risk mitigation.
• Ability to represent Cisco credibly at executive level and demonstrate strong industry and product knowledge.

About Cisco

Cisco is focused on connecting and protecting organizations in the AI era and beyond. For 40 years, the company has continued to build solutions that help people and technology work together across digital and physical environments, with an emphasis on security, visibility, and insight.

The organization describes itself as a global team of builders and specialists that values empathy, experimentation, collaboration, and impact at scale.

Additional information

Location: Melbourne, Victoria, Australia. Employment type: full-time, onsite.

Experience level: 15+ years.

Openings, salary, start date, application deadline, and paid/unpaid status were not specified in the source.