Customer Insights Manager

Customer Insights Manager

Job Description

Job Summary

Lead the delivery of customer insights that inform strategic decision-making, marketing effectiveness and business growth. Partnering with stakeholders across Marketing, Product, Sales and Leadership, you'll translate customer and agent research into actionable recommendations, champion a customer-centric culture, and ensure insights are embedded into key business decisions. Responsible for managing insight programs, research partnerships and customer intelligence frameworks, you'll help drive exceptional customer experiences, brand growth and commercial outcomes.

Responsibilities

Customer Pulse and Advocacy

• Lead Domain’s customer and agent insight programs, delivering actionable recommendations that influence marketing effectiveness, business strategy and growth. Responsible for ongoing tracker programs, executive reporting and deep-dive analysis, you will translate customer feedback, research and behavioural data into clear commercial opportunities. By identifying emerging trends, customer needs and growth opportunities, you will ensure the voice of the customer is embedded in decision‑making across the business.

Strategic Insights & Cross Functional Advisor

• Partner with Product, Marketing, Sales and Leadership teams to deliver customer insights that inform strategic decision‑making and business growth. You will manage bespoke insight projects, commission and oversee research initiatives, and combine customer, market and behavioural data to answer key business questions. Acting as a trusted advisor, you will translate complex findings into compelling recommendations that influence action, support strategic planning and drive measurable business outcomes.

Customer Insight Amplification and Democratisation

• Champion the voice of the customer across the organisation by driving customer‑centric thinking and embedding customer intelligence into everyday decision‑making. You will lead customer immersions, workshops and storytelling initiatives that build insight literacy and deepen understanding of customer needs. Responsible for managing and evolving AI‑powered insights repositories and workflows, you'll improve access to customer intelligence, drive adoption across teams, and help the business leverage insights more effectively to enhance customer experience, inform strategy and support growth.

Agency Partner Governance & Research Operations

• Lead the governance, procurement and management of external research and insights partners, ensuring high‑quality delivery, cost efficiency and strategic alignment. You will oversee supplier performance, establish best‑practice research methodologies and governance frameworks, and drive continuous improvement across customer insight activities. By optimising research processes and accelerating the delivery of actionable insights, you will enhance the organisation’s ability to make informed, customer‑led decisions.

About You

• 5+ years' experience in Customer Insights, Market Research or Strategic Insights roles across agency and/or client-side environments, including management of tracking programs, bespoke research initiatives and external agency partnerships.
• Strong quantitative and qualitative research expertise, with the ability to connect multiple data sources into compelling, actionable customer stories.
• Commercially minded, with a demonstrated ability to translate customer understanding into business outcomes, growth opportunities and strategic recommendations.
• Naturally curious, proactive and innovative, with a track record of identifying opportunities, challenging conventional approaches and driving initiatives independently.
• Exceptional stakeholder management, storytelling and presentation skills, with the ability to influence and inspire action at all levels of an organisation.
• Passionate about customer centricity and innovation, with experience leveraging AI, automation and emerging technologies to enhance insight generation and business impact.
• Experience leveraging AI, automation and emerging technologies to improve insight generation, accessibility and business impac t.

About Domain part of CoStar Group:

Domain is a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia, including the Domain, Allhomes and Commercial Real Estate (CRE) platforms. In 2025, Domain became part of CoStar Group (NASDAQ: CSGP), a global leader in commercial real estate information, analytics, online marketplaces and 3D digital twin technology. Together, Domain and CoStar Group is dedicated to digitising the world’s real estate, empowering all people to discover properties, insights, and connections that improve their businesses and lives.

Equity, Diversity and Inclusion at Domain

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 edi@domain.com.au 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.

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