Location: Sydney
Package:$220,000 base + super + ~25% bonus + additional KPI incentives
About the Opportunity
PRA is partnering with a global consulting organisation to appoint a Senior Principal / Director - Customer Experience to lead large-scale, technology-enabled CX transformation across Telecom and Media clients.
This is a commercial leadership role, not a delivery-heavy position.
You will sit at the intersection of:
- Revenue ownership and account growth
- Pre-sales and deal shaping
- CX strategy and digital transformation
- Executive client leadership
What You'll Be Responsible For
- Own and grow strategic client accounts within Telecom / Media
- Lead pre-sales, deal shaping, and proposal development for CX transformation programs
- Drive account expansion and revenue growth, including pipeline creation and conversion
- Act as the senior client lead, engaging at C-1 / VP level and above
- Lead digital CX transformation initiatives
across:
- CRM ecosystems (e.g. Salesforce)
- Digital experience platforms (e.g. Adobe)
- Contact centre transformation (e.g. Genesys)
- Define and deliver CX strategy, customer journeys, and service design aligned to business outcomes
- Apply data, analytics, and AI-led insights to improve customer engagement and operations
- Oversee delivery teams (onshore/offshore), ensuring quality, outcomes, and value realisation
- Contribute to go-to-market strategy and broader CX capability growth
- Current or recent Director / Associate Partner / Principal
within a consulting environment
(applications below this level will not be considered) - Big 4 or Tier 1 consulting background(or equivalent high-end advisory firm)
- Demonstrated experience owning or carrying revenue targets(not just supporting sales)
- Strong track record in:
- Pre-sales and deal shaping
- Account growth and expansion
- Commercial ownership of consulting engagements
- Deep experience delivering technology-enabled CX transformation programs
- Strong exposure across digital CX ecosystems, including:
- CRM platforms (e.g. Salesforce)
- Digital experience platforms (e.g. Adobe)
- Contact centre technologies
- Proven ability to engage and influence senior client stakeholders (C-1 / VP+)
- Experience leading large-scale enterprise transformation programs(multi-million dollar)
- Telecom or Media industry experience (strongly preferred)
- Experience in AI-enabled CX, including conversational AI, predictive analytics, or automation
- Exposure to global delivery models(onshore/offshore team leadership)
- Experience contributing to practice building or capability development
- Clear step into commercial leadership with real revenue ownership
- Opportunity to lead enterprise-scale CX transformation programs
- Strong backing from a global delivery engine
- Direct exposure to senior leadership and Partner cohort
- Defined pathway toward Partner-level progression
This role is best suited to candidates who have already operated at Director / Principal level with commercial accountability.
If your experience is primarily delivery-focused without revenue ownership, this role is unlikely to be the right fit.
How to Apply
If you're looking to step into a role that combines CX leadership with commercial ownership, apply directly
