Customer Experience Researcher

2 days ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time
About the Role

We are seeking a highly skilled CX/UX Researcher to join our team at Flight Centre Travel Group. As a key member of our organisation, you will play a critical role in shaping end-to-end Customer Journey experiences and driving increases in customer acquisition, retention, and advocacy.

Key Responsibilities
  • Plan and conduct research activities, including research studies, usability testing, interviews, contextual inquiry, A/B testing, surveys, and metric analysis.
  • Conduct both moderated and unmoderated global research studies through our platform.
  • Analyse and synthesise research findings into actionable insights.
  • Support cross-functional teams with primary research requirements, including research, synthesis, reporting, and recommendations.
  • Conduct Market Insight research to understand shifts in consumer behaviour, retail trends, and shifts in the competitor landscape.
  • Aid in the creation and management of a research repository for organisational-wide use.
  • Create and manage Flight Centre's Customer research program, governance, and best practice program design.
  • Formalise and share research best practice and global requirements with internal teams.
  • Regularly report insights to Leadership and the wider business.
Requirements
  • 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.
About Us

Flight Centre Travel Group is an inclusive company that offers a team culture like no other in the industry. We are proud to be a certified Great Place To Work Australia New Zealand Pty Ltd.

We offer a range of benefits, including individualised learning and development pathways, exclusive staff discounts, travel discounts, flexibility, and corporate health discounts.

We are committed to sustainability and the protection of our environment, and we have made efforts to affect positive change to the environment.

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