Director, Customer Experience

Role overview

Join Cisco’s Customer Experience organization in North Sydney and help shape a new operating model built around more tailored, proactive, and predictive customer engagement. In this leadership role, you will focus on creating value across Cisco’s full range of products, software, and services, helping customers realize stronger outcomes from their technology investments. The position is centered on building trust, deepening customer relationships, and driving a more coordinated, outcome-led approach to customer success.

You will operate in a collaborative environment that values simplicity, customer focus, inclusion, and innovation. The role brings together cross-functional teams involved in service delivery and software adoption, using insights from data to improve the end-to-end customer experience. Cisco is seeking someone who is energized by transformation, enjoys leading through change, and wants to help define the future of customer experience.

What you will do

As Director, Customer Experience, you will lead a team made up of Customer Experience Principals/Managers, Customer Success Managers, and Customer Program Manager resources. Your team will support customers in driving adoption, growing the CX services business, and maximizing business outcomes. You will own the customer segment end to end, including revenue and P&L responsibility.

You will serve as the executive-level contact for the accounts aligned to your team, helping shape strategy and making sure customers receive the outcomes they expect from the Cisco portfolio.

Key accountabilities

• Guide teams to increase adoption of software, services, and value realization so that renewals and business growth are achieved successfully.
• Reduce renewal exposure throughout the customer journey while staying aligned with renewal teams.
• Build strong executive and technical influence with customers by understanding their business priorities and challenges.
• Represent the customer within Cisco across internal groups such as business units, finance, and sales when needed.
• Own services revenue, margin, and software adoption performance for the customers in your portfolio.
• Support the creation and execution of technical adoption plans with CSS so they align to customer objectives.
• Coordinate delivery, partner, architecture, and customer success teams to improve portfolio adoption and usage.
• Keep current on Cisco technologies, market changes, competitors, and industry developments so you can guide customers and team members effectively.
• Lead through accountability by delivering financial and customer satisfaction targets across your accounts.
• Help your team take ownership of account outcomes and work toward long-term business impact.
• Think strategically and align team actions with wider business priorities.
• Use data and insight to support decisions that create positive long-term results.
• Build a collaborative environment that promotes trust, strong teamwork, and effective stakeholder influence.

Stakeholder collaboration

In this role, you will work closely with Customer Technical and Operational Leaders, executive stakeholders, CX teams, partners, Sales, Renewals, the SDA team, and Deal Acceleration teams. Your work will contribute to ARR growth, services growth, and stronger customer value realization across the portfolio.

Candidate profile

We are looking for a senior leader with a strong background in customer success, technology adoption, and executive relationship management. You should be comfortable leading teams, influencing customers at senior levels, and making decisions that balance financial performance with customer outcomes.

Qualifications and background

• A bachelor’s degree in engineering, Computer Science, Business, or a related area is preferred; an advanced degree or industry certifications are a plus.
• At least 15 years of experience, along with a strong understanding of Cisco technologies and architectures across Networking, Security, Collaboration, Cloud, Automation, Observability, and software/subscription business models.
• Good awareness of service provider industry trends, digital transformation, cloud networking, AI-led operations, and managed services across ANZ/APJC markets.
• Proven skill in strategic problem-solving, customer success, and technology adoption.
• Excellent communication and relationship-building ability, with experience developing partnerships across customers, teams, and cross-functional leaders.
• Confidence in managing financial KPIs and making strategic investment decisions.
• Demonstrated understanding of software and service adoption, renewal-risk mitigation, and improving customer commitment.
• Strong executive presence and a solid grasp of Cisco’s technology and competitive landscape.

About Cisco

Cisco is focused on transforming how data and infrastructure connect and protect organizations in the AI era and beyond. For 40 years, the company has built solutions that help people and technology work together across physical and digital environments, with security, visibility, and insight across the digital footprint. Backed by a broad technology portfolio and a global community of experts, Cisco offers opportunities to learn, contribute, and grow in a highly collaborative environment.