Voice of Customer Specialist

2 weeks ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time

The Voice of Customer (VoC) Specialist role is central to Flight Centre Travel Group (FCTG) corporate business's global VoC programs. It impacts the business's customer experience from small customer interactions all the way to large strategic initiatives. It drives the business to be customer-centric and brings customer's perspective to every decision making.

What you will be primarily doing:

Manage VoC programs in Qualtrics

  • Update the configuration for existing surveys to meeting evolving business needs;
  • Develop new surveys and/or dashboard pages;
  • Play by the principal of automating anything that can be automated, e.g., survey contact list, notifications, ticketing, reporting;
  • Integrate Qualtrics with relevant systems such as Salesforce;
  • Incorporate the VoC data collected in relevant systems such as PowerBI;
  • Drive the business to close data gaps in the survey contact lists

Stakeholder engagement

  • Meet key stakeholders across the globe regularly and support them where needed;
  • Keep them engaged and satisfied with our support;
  • Manage stakeholders' expectations where necessary;
  • Provide expert advice on the VoC program, e.g., what is the right pathway, how we best collect the insights needed, how we should make use of the data collected;
  • Proactively enhance stakeholders' customer understanding, e.g., customer needs, delight points, pain points, root causes to the pain points and opportunities for improvements

VoC analysis, insights and reporting

  • Act as the central knowledge hub for customer insights;
  • Connect CX metrics with business KPI where possible;
  • Consolidate customer experience related insights to one place where possible and build the mechanisms or meeting rhythms to make the right insights available for the right people at the right time to inform the right decisions;
  • Leverage VoC data and complementary operational data to generate deep customer insights that will assist building CX strategies, setting CX priorities, and informing solution design and innovation

Who you are:

  • 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;
  • Comfortable with navigating through complex data systems for the survey contact list automations;
  • Knowledgeable about change management;
  • Capable of building PowerBI reports

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

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

Flexibility: Monday to Friday week, business hours with flexible/hybrid options

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 (Lisbon in 2024)

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

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.

#LI-LH2#LI-Hybrid

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