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.
About the Opportunity
As Market Research Analyst you will be expected to manage and continuously improve Flight Centre Travel Group (FCTG) corporate businesses’ VoC program on a day-to-day basis. This includes conducting additional analysis when needed, engaging stakeholders across the globe, informing business decisions with rich customer insights, and working with the rest of the Customer Experience (CX) Centre of Excellence (CoE) team to drive CX excellence within FCTG corporate businesses.
What you will be doing:
Act as the central knowledge hub for customer insights.
Own the global VoC program that measures customer experience throughout the customer lifecycle and captures customer feedback at all key touchpoints.
Consolidate experience-related insights to one place where possible and build the mechanisms to make the right insights available for the right people at the right time to inform the right decisions.
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 on demand VoC support to stakeholders.
Own our experience management tech – Qualtrics and support all users to make the best use of it.
You’ll be perfect for this role if you can showcase:
Tertiary qualifications in customer research or related disciplines.
Experience in both qualitative and quantitative research and analysis.
Experience in managing a VoC program, ideally at global scale.
Strong communication skills for maximum impact.
Extra points for:
Experience in using survey platforms such as Qualtrics ideally, data analytics such as SPSS (desirable but not essential), data visualisation software such as PowerBI (desirable but not essential) for VoC capturing, insights generation and insights sharing.
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.