Customer Experience Director at CoStar Group in Sydney, NSW

Job description

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, you'll 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, you've come at an exciting time. With Domain now part of the CoStar Group, we're investing heavily in the future of our technology, products and customer experience. This is an opportunity to shape how some of Australia's leading real estate workflow platforms are supported, adopted and scaled. You'll 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 You'll 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 You'll 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. What's In It For You: We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There's so many perks! Here's 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. Regu