Customer Experience Specialist

2 weeks ago


Brisbane, Queensland, Australia Marketing Full time
Job Title: Voice of Customer Specialist

The Voice of Customer (VoC) Specialist plays a pivotal role in Flight Centre Travel Group's corporate business, driving customer-centricity and informing strategic initiatives. This role is responsible for managing VoC programs in Qualtrics, ensuring seamless stakeholder engagement, and delivering actionable customer insights.

Key Responsibilities:
  • Manage VoC programs in Qualtrics, including survey configuration, development, and automation.
  • Engage with key stakeholders globally, providing expert advice on VoC programs and driving customer understanding.
  • Act as the central knowledge hub for customer insights, connecting CX metrics with business KPIs and consolidating customer experience-related insights.
  • Leverage VoC data and complementary operational data to generate deep customer insights, informing CX strategies and solution design.
Requirements:
  • Experience in using Qualtrics or similar platforms to manage a VoC program.
  • Excellent stakeholder engagement and communication skills.
  • Comfortable with navigating complex data systems for survey contact list automations.
  • Knowledgeable about change management and capable of building PowerBI reports.
What We Offer:
  • A dynamic and inclusive company culture.
  • Individualized Learning & Development pathway options.
  • Exclusive Staff Discounts and Travel Discounts.
  • Flexibility in work arrangements.
  • Corporate Health Discounts and Mental Health Support.
  • Regular awards nights and social team-building events.


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