Delivery & Go To Market Executive - Digital Customer Experience, DCX

Your role

The Digital Customer Experience (DCX) Delivery & Go To Market Leader is responsible for driving business growth, solutioning, sales pursuits, and delivery excellence across DCX engagements in Australia. The role combines executive client engagement, portfolio delivery leadership, P&L ownership, and strategic account growth while leading large-scale customer experience transformation programs.

You will act as a trusted advisor to clients, helping them transform customer journeys through modern Digital Experience Platforms, Marketing Technologies, Commerce, Customer Data Platforms (CDP), AI-driven personalization, and Customer Experience solutions.

This is a leadership role with accountability for revenue growth, delivery performance, customer satisfaction, talent development, and DCX practice expansion across Australia.

You are already based in Sydney, Melbourne or Brisbane with full Australian work rights.

Your responsibilities:

Business Development & Sales Leadership

• Own DCX sales pipeline development and revenue growth across strategic accounts.
• Drive new business acquisition, account mining, and cross-selling opportunities.
• Lead client workshops, discovery sessions, solution positioning, and executive presentations.
• Partner with Account Executives and Industry Leaders to create compelling digital transformation propositions.
• Drive RFP, RFI, and proposal responses, commercial negotiations, and deal closures.
• Build and maintain strong relationships with C-level stakeholders including CIOs, CMOs, CDOs, Heads of Digital, and Customer Experience leaders.
• Develop and execute account growth strategies focused on long-term client value realization.

DCX Delivery Leadership

• Own end-to-end delivery of large digital customer experience transformation programs.
• Lead delivery across Adobe Experience Cloud, Salesforce, Microsoft Dynamics 365, Sitecore, Pega, Commerce, CDP, CMS, Marketing Automation, and AI-driven CX initiatives.
• Ensure successful program execution, governance, quality assurance, and client satisfaction.
• Manage delivery health, risks, dependencies, budgets, and operational KPIs.
• Lead multi-vendor and globally distributed delivery teams across Australia and offshore locations.
• Drive delivery excellence through Agile, DevSecOps, Modern Engineering, and Automation practices.

Responsibilities:

Client & Executive Stakeholder Management

• Serve as a strategic advisor to client executives on customer experience transformation.
• Lead Executive Governance, Steering Committees, QBRs, and business reviews.
• Align technology investments with client business outcomes and customer experience objectives.
• Manage escalations, stakeholder expectations, and delivery commitments.
• Drive measurable business value realization for clients through DCX programs.

Portfolio & Financial Management

• Own portfolio P&L including revenue, margin, forecasting, utilization, and profitability.
• Drive commercial governance across contracts, Statements of Work (SOWs), renewals, and change requests.
• Identify productivity improvement opportunities and delivery optimization initiatives.
• Monitor portfolio performance against financial and operational targets.
• Support investment planning and business case development for growth opportunities.

Digital Transformation & Innovation

• Lead customer experience transformation initiatives leveraging:
• Adobe Experience Cloud
• Salesforce Experience Cloud & Marketing Cloud
• Microsoft Dynamics 365 Customer Experience
• Pega Customer Decision Hub
• Commerce Platforms
• Customer Data Platforms (CDP)
• AI, GenAI, Personalization & Automation Solutions
• Help clients define CX transformation roadmaps and value realization frameworks.
• Drive adoption of AI-enabled customer engagement and personalization strategies.
• Promote innovation-led consulting and delivery-led sales opportunities.
• Collaborate with global capability teams to bring industry-leading solutions to market.

People & Capability Leadership

• Build and lead high-performing consulting, architecture, delivery, and engineering teams.
• Drive workforce planning, succession planning, capability development, and leadership growth.
• Mentor Delivery Managers, Engagement Managers, Architects, and Consultants.
• Foster a culture of innovation, collaboration, diversity, and continuous learning.
• Develop DCX capabilities aligned to market demand and strategic growth priorities.

Your Profile:

• Bachelor's or Master's degree in Engineering, Technology, Business, or related discipline.
• 20+ years of experience in Digital Transformation, Consulting, Delivery, and Business Development.
• Proven track record managing large digital transformation programs and strategic client portfolios.
• Demonstrated success in sales, account growth, and revenue ownership.
• Deep understanding of Digital Customer Experience technologies and ecosystems.
• Strong commercial, financial, and stakeholder management capabilities.
• Experience managing distributed and multidisciplinary teams.
• Adobe Experience Cloud
• Salesforce Ecosystem
• Microsoft Dynamics 365 Customer Engagement
• Pega Customer Engagement Solutions
• Digital Commerce Platforms
• Customer Data Platforms (CDP)
• AI / GenAI for Customer Experience
• MarTech and Customer Journey Platforms
• Agile Delivery & Product Operating Models
• Financial Services domain expertise
• Experience working in a global, matrix, onshore & offshore delivery model

What you'll love about working here:

• We recognise the significance of flexible work arrangements to provide support. Be it remote work, or flexible work hours, you will get an environment to maintain healthy work life balance.
• At the heart of our mission is your career growth. Our array of career growth programs and diverse professions are crafted to support you in exploring a world of opportunities.
• Equip yourself with valuable certifications in the latest technologies such as AWS and Microsoft Azure.
• We foster a safe and inclusive environment where everyone can be their authentic selves, supported by staff-led community groups.

We strive to ensure you feel respected, informed and valued through our recruitment process. If your experience falls short of this, we welcome your suggestions for improvement via our Contact Us page on our website.

If you are living with a disability, we can provide support with access requirements or by making an adjustment to our hiring process.