Director of Customer Experience Programmes

The Director, CX Programmes drives the execution and day-to-day management of strategic and operational programmes that improve Darktrace’s ability to deliver customer outcomes effectively and efficiently at scale. Reporting to the VP of Customer Experience Programmes, this role translates CX strategy into structured, well-governed programmes and works cross-functionally with Customer Success, 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 priority initiatives on behalf of the VP. The Senior Manager / Director acts as a trusted advisor to regional CX leaders, providing relevant and timely insights that inform their strategies, while ensuring cross-functional alignment on the programmes that matter most to customer retention and growth. 

Core Responsibilities 

1. Programme Execution & Governance 

• Translate the CX Programmes strategy into structured delivery plans with clear milestones, owners, dependencies, and timelines. 

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

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

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

2. CX Lifecycle Process & Playbook Development 

• Develop and operationalise scalable processes across the Darktrace customer lifecycle: Land, Onboard & Run, Renew & Expand. 

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

• Define engagement models and touch-point frameworks appropriate to each customer segment, working collaboratively with the Digital CX team where human-led and scaled motions intersect. 

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

3. Organisational Change & Transformation 

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

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

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

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

4. Cross-Functional Alignment & Stakeholder Advisory 

• Act as a trusted advisor to regional CX leaders, providing relevant data, programme insights, and recommendations that help shape their segment 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 & Continuous Improvement 

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

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

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

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

What Success Looks Like 

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

• The VP has clear, reliable visibility into programme status, risks, and outcomes at all times. 

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

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

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

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

Key Skills & Experience 

• 7–10+ years of progressive experience in Customer Success Operations, Programme Management, or CX Strategy & Operations within a B2B SaaS or technology company. 

• Proven track record leading large-scale 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 complex, cross-functional workstreams simultaneously. 

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

• Demonstrated ability to act 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 Customer Success, Sales, Product, HR, and Enablement in organisations of 1,000+ employees. 

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

• Experience in cybersecurity or a related technology domain is a plus.