Customer Experience Director

Role Overview

As the CX Director of Domain Workflow Solutions, you will lead the end-to-end customer experience and operational service model across our Realhub, Campaigntrack, Engage and Real Time Agent platforms.

What You Will Do

Own and evolve the DWS customer service model, lead a large CX and Operations organisation, drive excellence across customer support, onboarding, implementation, training and operational delivery, and oversee customer reporting and Voice of Customer programs.

Why It Might Be a Fit

You’ll have the opportunity to shape how some of Australia’s leading real estate workflow platforms are supported, adopted and scaled, and partner closely with Commercial, Product and Technology leaders to improve customer journeys.

Requirements

• 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

Benefits

• 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

Tagged as: Forecasting