Voice of Customer Program Manager

7 days ago

Brisbane, Queensland, Australia Flight Centre Careers Full time $120,000 - $180,000 per year

In this newly created opportunity, as our Voice of Customer Program Manager you will play a pivotal role in shaping and driving world-class Voice of Customer (VoC) programs across our global corporate brands. With two robust, multi-touchpoint programs already in place across 20+ countries, this role isn't just about managing systems—it's about championing the customer at every turn. You'll lead the charge in turning customer feedback into powerful insights that spark real, impactful change. As a strategic leader and team builder, you'll also guide and inspire a small, high-performing team dedicated to delivering exceptional customer experiences.

Who you are:

  • 5+ years of experience in Voice of Customer / CX Management functions
    • An inspiring leader
    • A champion of customer insights
  • Platform experience with Qualtrics (or equivalent) will be well regarded

What you'll be doing: 

  • Team Leadership: Manage a team of 4 people comprising both VoC and Data specialists
  • Discipline Best Practice: Bring subject matter expertise to the development, optimisation and execution of our Voice of Customer programs
  • Stakeholder Management: Work closely with stakeholders across our Corporate Travel brands to refine our programs and extract insights to drive decision making
  • Vendor Management: Work closely with our key program partner (Qualtrics) to fully leverage and optimise platform performance


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 



Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability  



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 



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 (Los Angeles in



 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-Onsite

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