Jobs and Careers

Director of Customer Experience Programmes

New York City, United Statesfull_timeVerifiedPosted 24 Jul 2026

About the role

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day.

Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. That approach matters more than ever in the era of AI. Today, our customers depend on us to stay ahead.

At Darktrace, we are energized by that responsibility. We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked. We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves.

We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them.

Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast

Job Description:

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.