Customer Experience Researcher

3 weeks ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time

The Customer Experience Researcher role at Flight Centre Travel Group is a critical position that helps the organisation understand human needs, behaviours, goals, expectations, motivations, and challenges. This role plays a key part in shaping end-to-end customer journey experiences and driving increases in customer acquisition, retention, and advocacy.

This role will work closely with stakeholders across the business, from Senior Leadership to Product Management and Engineering teams, to plan and conduct research studies across 5 key categories: Strategy, Problem space analysis, Existing products or experiences, new initiatives, and Emerging markets.

The key responsibilities of this role include:

  • Planning and conducting research activities, including research studies, usability testing, interviews, contextual enquiry, A/B testing, surveys, and metric analysis
  • Conducting both moderated and unmoderated global research studies through the Usertesting.com platform
  • Analysing and synthesising research findings into actionable insights
  • Supporting cross-functional teams with primary research requirements, including research, synthesis, reporting, and recommendations
  • Conducting Market Insight research to understand shifts in consumer behaviour, retail trends, and shifts in the competitor landscape
  • Aiding with the creation and management of a research repository for organisational-wide use
  • Creating and managing Flight Centre's Customer research program, governance, and best practice program design
  • Formalising and sharing research best practice and global requirements with internal teams
  • Regular reporting of insights to Leadership and the wider business

The ideal candidate for this role should have:

  • 3+ years' experience as a CX or UX researcher
  • Strong knowledge of human-centred design and design thinking methodologies and techniques
  • Able to plan and conduct research and usability testing
  • Able to synthesise and draw out valuable actionable insights to drive change across the organisation
  • Able to validate strategic recommendations through data and research
  • Thorough understanding of CX, digital technologies, and trends
  • Market Insights research experience
  • Qualifications in customer research or related disciplines

Flight Centre Travel Group offers a unique work environment that values inclusivity, individualised learning and development pathways, exclusive staff discounts, travel discounts, flexibility, and career opportunities in a network of brands and businesses across the globe.

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