Customer Experience Director

Role Overview

As the CX Director, you will lead the end-to-end customer experience and operational service model across our Realhub, Campaigntrack, Engage and Real Time Agent (RTA) platforms.

What You Will Do

You will own and evolve the DWS customer service model, lead a large CX and Operations organisation, drive excellence across customer support, onboarding, and operational delivery, and partner closely with Product and Technology leaders.

Why It Might Be a Fit

You will have the opportunity to shape how some of Australia’s leading real estate workflow platforms are supported, adopted, and scaled, and to make a real impact in a workplace culture where you can be you.

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

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