Customer Experience Director

CoStar Group, Inc.; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working

Parental leave up to 20 weeks

Wellbeing Leave

Leadership development program

Innovation Days

Job summary

Domain, now part of CoStar Group, is seeking a Customer Experience Director to lead end-to-end CX and operations across Realhub, Campaigntrack, Engage and RTA. You will manage a large, distributed team across Australia and the Philippines, shaping service standards and partnering with Commercial, Product and Technology to drive growth and retention.

You will influence portfolio priorities, oversee onboarding and delivery, and champion continuous improvement to deliver a consistent, high-quality

Qualifications

• Extensive senior leadership experience across Customer Experience, Service Delivery, Customer Operations or SaaS.
• Experience leading large, multi-layered and geographically distributed teams, 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 and Voice of Customer programs to drive strategic decisions.
• Strong capability in process improvement, automation, workforce planning, quality management and governance.
• Outstanding leadership and stakeholder management, including executive escalations and incidents.
• Proven capability in managing budgets, forecasting and resource allocation for scalable teams.

Responsibilities

• Own and evolve the DWS customer service model across Realhub, Campaigntrack, Engage and RTA with governance and performance metrics.
• Lead, coach and develop a large CX and Operations organisation across Australia and the Philippines.
• Drive excellence in customer support, onboarding, implementation and operational delivery.
• Oversee customer-facing operations, production flows, QA programs and publication workflows.
• Own customer reporting and Voice of Customer programs; turn insights into actions.
• Partner with Product and Technology to improve journeys and support release readiness.
• Support retention, adoption and growth through proactive engagement and service quality.
• Lead continuous improvement initiatives balancing outcomes, efficiency and cost-to-serve.

Skills

Senior leadership

Team leadership

End-to-end service

Commercial acumen

Customer retention

Voice of Customer

Process improvement

Budget management

Stakeholder management

Executive escalation

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.
• Regular social events including our famous Innovation Days.

About Domain and CoStar Group

Domain is one of Australia’s 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 - Domain’s local market expertise and CoStar’s global scale and technology - as we build the future of real estate intelligence together.

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 we’re 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 [e-mail] or leave a message on 1300 858 356 and 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