Our corporate marketing team is on the lookout for a dynamic and passionate Voice of Customer (VoC) Specialist to play a central role in transforming the way we connect with and serve our customers. As the driving force behind this growing and impactful program, you'll take charge of its day-to-day operations, constantly refining and amplifying its effectiveness. You'll dive deep into customer data, uncovering valuable insights, and collaborate with stakeholders from around the world to shape strategies that elevate our customer experience.
This is your chance to work hand-in-hand with our Customer Experience team, championing a culture of excellence and ensuring that every corner of FCTG's corporate businesses exceeds customer expectations. You'll have access to a wealth of information that will guide critical business decisions and drive the future of our customer relationships.
If you have a passion for driving customer-centric innovation and are skilled in data analysis and stakeholder management, we would love to hear from you!
What makes you a great fit:
- Experienced in using Qualtrics or similar platforms to manage a VoC program
- Experienced in survey design, data analysis and reporting
- Have excellent stakeholder engagement and communication skills
- Knowledgeable about change management
What you'll be accountable for:
- Engage regularly with key stakeholders across regions, providing support, maintaining strong relationships, and managing expectations
- Advise stakeholders on best practices for collecting and utilizing VoC data to extract meaningful insights
- Help stakeholders better understand customers—uncovering their needs, identifying moments of delight, pinpointing pain points, and highlighting areas for improvement
- Automate tasks such as survey contact lists, notifications, ticketing, and reporting to enhance operational efficiency
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Optimise existing VoC solutions to align with evolving business needs
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Build new VoC solutions where needed
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Simplify the configurations in Qualtrics to ensure it's reliable and easy-to-maintain
What you'll Enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability
🎉Development: Individualised Learning & Development pathway options
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles in 2025)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
