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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.


  • 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

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