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Business Analyst (CRM)

  • Queensland, QLD, Australia
  • Flight Centre
  • Full time


We are looking for an experienced Business Analyst (BA) who will help craft our customer relationship and engagement strategies. Conduct efficient, accurate, and meaningful analysis with meticulous attention to detail and pragmatism to see customer relationship and engagement initiatives through from conception to implementation and beyond.  In this role you will support the Product Manger in our Customer Relationship & Insights team.

At Flight Centre our people are our greatest asset.  We’re a bunch of passionate people who specialise in their fields.  We’re avid explores, aviation buffs, tech mavericks, and social butterflies.  At the heart of everything we do is a desire to have fun.  We strive to create collaborative working environments, where inclusion and diversity is celebrated.

If you enjoy delivering quality and innovative solutions to delight our customers, have a proven track record of managing and launching incentives, we’d love to hear from you.


This is what you will sign up for:


  • Facilitating planning sessions, liaising between business units, technology teams & support teams
  • Working closely with business stakeholders
  • End-to-End understanding of product lifestyle, through testing and system implementation
  • Collaborating with architects, product managers and engineering teams to analyse business processes.
  • Identifying opportunities for improving business processes through functional and non-functional requirements; assisting in the preparation of proposals to develop new solutions and/or operational changes
  • Provide data analysis to assist in continuous customer relationship and engagement improvement


 What you need to land the role:


  • An ability to successfully deliver solutions to agreed quality, time, specification, and budget targets.
  • Demonstrated success using analytics and customer research to inform a critical approach to product decision making
  • Experience in creating journey mappings, customer effort score, promoter score or omnichannel communications, you know how to set objectives and list specifications together with the customer
  • An ability to develop an intimate understanding of our customers and assist in building customer-centric, value-driven solutions that drive significant conversion and retention improvements


Pssst you’ll earn brownie points…


  • If you have an ability to acquire subject matter expertise in the functions & activities
  • Examples of handling multiple and parallel projects
  • If you have a demonstrated ability to perform duties independently under general, minimal supervision within specific assignments



What’s in it for you?


  • Flexible work environment (Hybrid), work from home or our Global Head Office in Southbank, Brisbane
  • Ongoing training and professional development
  • Travel discounts and deals bookable through our internal team of travel agents, Travelwise 
  • Discounted financial and health services through our Moneywise and Healthwise businesses
  • Global career opportunities in a network of brands and businesses


We do things a little differently…

We do things a little differently around here. We do things the FCTG Way.

We have a unique culture and an irreverent DNA based on a proven mix of ideas, values and ways of working that have helped shape our business over the past 40+ years.

Across all our brands, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively to achieve our goals. That’s the FCTG Way.

If you think you have FCTG DNA, reach out today.


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