Customer Experience Director

Job Description

About the Role

As the CX Director of Domain Workflow Solutions (DWS) you will lead the end-to-end customer experience and operational service model across our Realhub Campaigntrack Engage and Real Time Agent (RTA) platforms. Reporting to the General Manager DWS youll oversee a large distributed CX and Operations function across Australia and the Philippines ensuring customers receive a consistent reliable and high-quality experience across every touchpoint.

For a strategic and customer-obsessed leader youve come at an exciting time. With Domain now part of the CoStar Group were investing heavily in the future of our technology products and customer experience. This is an opportunity to shape how some of Australias leading real estate workflow platforms are supported adopted and scaled. Youll partner closely with Commercial Product and Technology leaders influence portfolio-wide decisions and lead a high-performing team responsible for everything from customer support and onboarding through to operational excellence customer engagement and continuous improvement.

What Youll Do:

• Own and evolve the DWS customer service model across Realhub Campaigntrack Engage and RTA including service standards governance performance measures and escalation pathways.
• Lead coach and develop a large CX and Operations organisation across Australia and the Philippines.
• Drive excellence across customer support onboarding implementation training and operational delivery.
• Oversee customer-facing operational functions including customer support teams production flows and QA programs publication workflows and partner onboarding
• Own customer reporting and Voice of Customer programs turning insights into meaningful actions and business outcomes.
• Partner closely with Product and Technology leaders to improve customer journeys influence product priorities and support release readiness.
• Support customer retention adoption and growth through proactive engagement strong service delivery and strategic partnership management.
• Lead continuous improvement initiatives balancing customer outcomes operational efficiency service quality and cost-to-serve.

Ideally Youll Have:

ESSENTIALS:

• Extensive senior leadership experience across Customer Experience Service Delivery Customer Operations or SaaS/platform environments.
• Experience leading large multi-layered and geographically distributed teams ideally including offshore operations.
• Proven ownership of end-to-end service models spanning support onboarding implementation and operational delivery.
• Strong commercial acumen and experience partnering with senior Commercial Product and Technology stakeholders.
• Track record improving customer retention adoption and satisfaction through proactive engagement and operational excellence.
• Experience using customer insights Voice of Customer programs and operational reporting to drive strategic decision-making.
• Strong capability in process improvement automation workforce planning quality management and operational governance.
• Outstanding leadership communication and stakeholder management skills including handling executive-level escalations and critical incidents.
• Proven capability in managing operational budgets workforce planning cost forecasting and resource allocation to support scalable team growth effectively.

NICE TO HAVES:

• Experience within real estate technology workflow platforms or adjacent SaaS businesses.
• Experience managing third-party partners suppliers and operational delivery relationships.

Whats In It For You:

Were the right-sized business for you to make a real impact with a workplace culture where you can be you. Theres so many perks! Heres some of the favourites

• Hybrid working.
• Up to 20 weeks paid parental leave for primary carers.
• Wellbeing Leave and opportunity to buy additional leave.
• Leadership development programs LinkedIn Learning and more.
• Regular social events including our famous Innovation Days.

About Domain and CoStar Group

Domain is one of Australias most trusted and loved property brands helping millions of Australians find their dream home and stay informed about the property market. Now Domain has joined forces with CoStar Group a global leader in real estate information analytics and online marketplaces to take the next big leap in property technology and data innovation. As part of CoStar Group an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate Domain is entering an exciting new era of growth. CoStar is investing heavily in new products technology and people to revolutionise how Australians access property data insights and marketplaces. This is a rare opportunity to join a world-class research team at the intersection of two powerful brands - Domains local market expertise and CoStars global scale and technology - as we build the future of real estate intelligence together.

Whats Next

Well give your application the thoughtful attention it deserves and get back to you as soon as possible. If theres a match one of our recruitment consultants will reach out-so keep your phone handy! Were genuinely excited about the chance to work together and make a meaningful impact.

Equity Diversity & Inclusion

Domain is enthusiastically and unapologetically committed to fostering an equitable inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences including people with disability and people of all ages ethnicities cultures (including Aboriginal and Torres Strait Islander Peoples) faiths sexual orientations and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process were here to support. If you wish to receive this job advertisement in an accessible format or have a confidential chat about workplace adjustments please contact our Equity Diversity and Inclusion team at or leave a message onand we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing