Collage, Poster, Advertisement, Person, Photo Booth

Customer Experience and Insights Manager

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

Ever wanted to work for one of Australia’s most iconic businesses? Do you want to amplify the voice of our customers and uncover insights that will drive the future strategy of Flight Centre Travel Group’s corporate brands?

The corporate travel division of FCTG comprises a diverse range of corporate travel brands, headlined by the global powerhouses of FCM and Corporate Traveller.   We focus on growing and transforming our business to meet changing customer needs and we’re driven by a culture that puts our customers and team first

The world of corporate travel is changing rapidly and as FCTG’s corporate client’ expectations change and grow, a new team is being set up to ensure a strategic focus on understanding, improving and measuring customer experience.

We’re looking for someone who will bring a strategic approach to a customer insights program that will drive customer focussed decision making across our global corporate business. The role aligns with multiple stakeholders across the business to uncover, develop, refine and disseminate customer insights, highlight brand health measures, and engage in market research that will drive end to end insights that inform business decision making.  As a priority, the role will take ownership of the delivery of a global Voice of Customer program.

Responsibilities

  • Execute a global program of customer and market insight identification
  • Ensure processes are deployed (and followed) to ensure insights are turned into actionable outcomes
  • Collaborate and engage with stakeholders across the business to ensure the business fully leverages the opportunity presented by a compelling customer insights program

Experience & Knowledge

  • Bachelor's degree required Marketing, Business
  • 5+ years of experience in designing and implementing CX programs with a focus on research & insights
  • In-depth knowledge of qualitative, quantitative & behavioral science methods
  • At least 3+ years in a leadership role managing teams
  • Strong commercial and marketing acumen, preferably in Travel or B2B business
  • Knowledge of and experience using VoC feedback management platforms such as:
      • Clarabridge
      • Medallia
      • ConfirmIt
      • Qualtrics/SAP
      • InMoment
  • Strong strategic, analytical, and complex problem-solving skills
  • Must be able to communicate effectively orally and in writing with internal leaders and teams, management and vendors.
  • Solid understanding of the complexity of global roles interactions with regional teams
  • Demonstrated ability to manage/lead complex projects and cross-functional/ matrix teams
  • Proven ability to drive change and implement new concepts/ideas
  • Ability to work in multiple cultural contexts as well as in partnerships across functions and local teams
  • Excellent communication, presentation, and stakeholder management skills

 

About Us

FCTG are one of Australia’s most well-known and successful travel retailers.  As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability or sexual orientation.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create an inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

About the benefits:

  • Travel discounts, health and wellness discounts (My Benefits)
  • Leadership Programmes & further education
  • Giving Bank & Volunteer Leave 
  • Employee share scheme

Apply Now

Not You?

Thank you and hold tight, you will now be directed to our Apply Portal to complete your application

 

Recommended Jobs

Sales Travel Consultant - Greensborough

510142 Victoria VIC Australia Victoria, VIC, Australia Flight Centre Leisure Travel & Retail
At Flight Centre, we are well known for our vibrant culture, fun people, global footprint and exciting career opportunities – plus we get to sell the most exciting and best product on the planet – TRAVEL!

Travel Brokers/Independent Contractors

510060 New Zealand New Zealand New Zealand Flight Centre Independent Leisure Travel & Retail
If you ready to take the next step in your career, whether you are a successful agent wanting to break free of the 9 to 5 grind, or you’re looking to take your existing broker business to the next level, we’ve got a programme to suit you. 

FCM - Sr. Account Manager - Philadelphia, PA

510132 Pennsylvania Pennsylvania United States Pennsylvania, United States FCM Corporate & Group Travel
FCM’s Account Managers work within a value-adding service continuum, which ensures ongoing development and management of travel program in line with our core company objectives. These performance drivers enable FCM Account Managers, with input fro...

Air Product Systems Architect

509964 Flexible Greater London United States Flexible, Greater London, United States Flight Centre Travel Group Corporate & Group Travel, Wholesale & Product
Air Content and Distribution is going through disruption with the emergence of new distribution technologies and fragmentation of content availability.  New Distribution Capability (NDC) has the potential to transform airline distribution and is a...

Not right for you?

Sign up to job alerts!

Not You?

Thank you