Head of Employee Experience

**Job no**: 525654KP
**Brand**: Product and Technology
**Work type**: Full time
**Location**: Queensland
**Categories**: Information & Technology, Leadership

At **Flight Centre Travel Group** (FCTG) our purpose is to_ 'open up the world for those who want to see'_. Every day, we give people all around the world the opportunity to experience something really amazing - travel

Are you passionate about driving the best out of our ICT services? We're seeking a visionary Head of Employee Experience to lead Technology Services at Flight Centre Travel Group. In this role, you'll define and execute the product strategy, overseeing the entire lifecycle from ideation to market delivery, and ensuring our technology solutions meet the evolving needs of our customers. Join us and help shape the future of IT with products that set new industry standards and deliver great value to our customers.

In this role, you’ll blend strategic oversight with hands-on leadership, continuously driving product innovation that redefines the IT experience for our customers worldwide. If you enjoy collaborating closely with cross-functional teams and external partners, to drive innovation, optimises service delivery, and manage performance metrics to support business efficiency and excellence, please apply

FCTG's Enterprise Technology team are reshaping the way we work, deliver, and innovate. We're building new capabilities, forging strategic partnerships, and creating high-performing teams to lead us into the next chapter of our evolution.

**This is your opportunity to be at the forefront of meaningful change.**

We’re not just looking for a technology leader — we’re looking for a visionary who’s ready to make a tangible impact. Someone who thrives on innovation, leads with purpose, and is passionate about driving results at scale.

**Day in the life**:

- **Setting the day up for success**
Start your day by reviewing key performance metrics and product analytics, ensuring you’re up-to-date on overnight developments and any urgent issues
- **Strategic Alignment Meetings**:
Lead a cross-functional meeting with product, engineering and design to review the current roadmap, discuss priorities, and ensure alignment with overall business goals
- **Customer and Stakeholder Engagement**:
Meet with internal business stakeholders or external partners to gather feedback, understand market trends, and discuss new opportunities that could enhance our product offerings
- **Product Development Oversight**:
Work closely with your product team on detailed planning sessions, refining feature specifications, and ensuring that our products are service focused and are aligned with the strategic vision
- **Vendor and Market Analysis**:
Allocate time to review market trends and evaluate potential new technologies or vendor partnerships that can elevate our products and keep us competitive in the global travel space
- **Strategy Session**:
Longer-term strategy planning, updating roadmaps, and preparing insights for executive leadership reviews

**If these skills describe you, we’d love to see you lead our ICT Employee Experience**:

- **Visionary Leadership**: A proven track record of setting and executing a product strategy that drives innovation
- **Deep Product Expertise**: Experience managing the entire product lifecycle of IT shared services from ideation to launch—in an ICT environment
- **Strategic Thinking**: The ability to align product initiatives with overall business goals and global market trends
- **Strong Collaboration Skills**: Experience working with cross-functional teams, vendors, and stakeholders to deliver integrated ad service focused solutions
- **Customer-Centric Focus**: A deep understanding of customer needs and a passion for creating products that enhance the travel experience
- **Analytical Acumen**: The ability to leverage data and market insights to inform product decisions and drive continuous improvement

**Even if you don't have all the below, we'd still like to hear from you**:

- 10+ years in IT shared Services Operations, vendor/supplier management, or service delivery
- Experience of working in a large global, private-sector IT organisation.
- Strong knowledge of principles such as human centered design focused on improving employee experience from technology
- Team management, ideally running a department of 10 or more individuals
- A wide understanding of IT technology and vendors combined with the ability to articulate new developments to both technical and nontechnical audiences
- Strong business and commercial acumen
- Proven track record in multi-vendor environments, outsourcing, and commercial negotiation
- Business capability modelling and customer journey mapping techniques the ICT or shared services environment
- Bachelor’s Degree level education in ICT
- AIPMM - Certified Product Manager (CPM) or similar
- PMI-ACP - Agile Certified Practitioner or PMI-ACP - Agile Certified Practitioner
- COBIT
- ITIL* 4 Foun