CX Strategy Director – Real Estate SaaS Platforms

Domain; Sydney; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Up to 20 weeks parental leave

Wellbeing Leave

Leadership development programs

Innovation Days

Job summary

Domain is seeking a CX Director for Domain Workflow Solutions (DWS) to lead the end-to-end customer experience across Realhub, Campaigntrack, Engage and Real Time Agent platforms in Australia and the Philippines.

Reporting to the General Manager, you will shape the service model, oversee a large, distributed CX and Operations team, and partner with Commercial, Product and Tech to drive adoption and operational excellence.

Qualifications

• Extensive senior leadership experience in CX, service delivery or SaaS/platform environments.
• Experience leading large, distributed teams across regions.
• Proven ownership of end-to-end service models including onboarding and support.
• Strong commercial acumen and collaboration with Commercial, Product and Technology stakeholders.
• Track record improving retention, adoption and satisfaction through operational excellence.

Responsibilities

• Own and evolve the DWS customer service model across platforms, governance and escalation pathways.
• Lead and develop a large CX and Operations organisation across Australia and the Philippines.
• Drive excellence in customer support, onboarding, implementation and delivery.
• Oversee customer-facing functions, QA programs, publication workflows and partner onboarding.
• Own reporting and Voice of Customer programs to translate insights into actions.
• Partner with Product and Technology to improve journeys and support release readiness.
• Support retention, adoption and growth through proactive engagement and strategic partnerships.
• Lead continuous improvement balancing customer outcomes, efficiency and cost-to-serve.

Skills

Senior leadership

Customer Experience

Service Delivery

Operations

Stakeholder management

Job description

Domain is seeking a CX Director for Domain Workflow Solutions (DWS) to lead the end-to-end customer experience across Realhub, Campaigntrack, Engage and Real Time Agent platforms in Australia and the Philippines.

Reporting to the General Manager, you will shape the service model, oversee a large, distributed CX and Operations team, and partner with Commercial, Product and Tech to drive adoption and operational excellence.