Job Description

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 (FCTG) 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 business travel is changing rapidly, and as FCTG’s corporate client’ needs and expectations evolve, a new role has been created to support FCTG in deeply understanding our customers, assessing customer experience and tracking the progress we make.
About the Opportunity 
As a Customer Research and Insights Specialist, you will be supported by your manager to first establish a global Voice of Customer (VoC) program for the two brands – FCM and Corporate Traveller, and then manage and continuously improve the program on a day-to-day basis, as well as provide ad-hoc support in survey design and analysis. This is truly an exciting role as very rarely you would get the opportunity to build a VoC program from scratch. This role also has great future career opportunity as the team grows.
Who are we looking for
You’d be a strong candidate if you have worked in a market research company or in house in a similar role, and you’d be an ideal candidate if you have managed a VoC program using Qualtrics.
The key skills we are looking for are survey design and analysis, qualitative and quantitative research, feedback loop, customer insights, reporting, presentation, and stakeholder engagement.
It’d be a bonus if you have qualifications in customer research or related disciplines.
What you will be doing: 
Own the global VoC program that measures customer experience throughout the customer lifecycle and captures customer feedback at key touchpoints. 
Consolidate experience-related insights to one place where possible and build dashboards on Qualtrics to make the right insights available for the right people at the right time, informing the right decision-making. 
Proactively enhance stakeholders’ understanding of our customers and their needs, opportunities for improvements and pain points to remediate. 
Leverage VoC and other data to generate deep customer insights that will assist building CX strategies, setting CX priorities, and informing solution design and innovation. 
Connect CX metrics with business KPIs.
Provide ad hoc survey design and/or analysis support to stakeholders.
Own our experience management tech – Qualtrics and support all users to make the best use of it.
Act as the central knowledge hub for customer insights. 
 
The successful candidate will be rewarded with a competitive salary package, with global career advancement and travel opportunities! Work with some of the largest and most well-known businesses in Australia and colleagues across the business.  
Career progression program including global career opportunities 
Health advice, gym access and financial planning consultations 
Discounted travel and access to excellent incentives from the world’s top travel providers 
Flexible working arrangements that cater to both personal and business objectives 
You will be employed by a company that takes pride in their employees and offers a team culture like no other in the industry. You will be welcomed and provided with the right support to achieve continued success.