Are you passionate about leading people, delivering exceptional customer experiences, and driving business performance?
As the Customer Experience Leader, you will play a key role in developing a high-performing team, enhancing customer satisfaction, and supporting the ongoing success of the Travelwise business.
You will have the opportunity to coach and mentor team members, influence customer outcomes, and contribute to strategic business objectives.
This is an exciting leadership chance for someone who thrives in a customer-focused, people-first environment.Travel is more than a perk at FCTG – it's part of who we are.
Travelwise exists to ensure every one of our people can experience that, with access to exceptional deals and benefits that inspire and reward.Day to day you will...Lead, inspire, and develop a high-performing customer-focused teamRecruit, induct, train, and onboard team members to build capability and engagementSet clear performance expectations and conduct regular performance and development conversationsIdentify skills gaps and coordinate ongoing learning and development initiativesCoach and mentor team members to support career growth and succession planningEnsure customers receive a consistently high standard of service across every touchpointResolve customer issues and complaints effectively while using feedback to drive continuous improvementDevelop and implement initiatives to enhance customer satisfaction and loyaltyBuild strong relationships with internal stakeholders, customers, suppliers, and business partnersOversee day-to-day administration including reporting, documentation, compliance, rostering,



budgeting, and operational processesEnsure workplace health, safety, and operational procedures are understood and followedContribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thriveYou'll be perfect if you have...Demonstrated experience in a leadership, supervisory, or management roleStrong operational travel industry experience is required.
Experience with GDS and travel booking systems is preferredStrong customer service orientation with a proven ability to improve customer outcomesExperience leading, coaching, and developing team membersSound understanding of customer experience, service delivery, and stakeholder engagementStrong administrative, organisational, and planning skillsExperience managing budgets, reporting, and operational activitiesExcellent communication and relationship management skillsAbility to balance customer, commercial, and operational prioritiesQualification in Business Management or a related field (desirable)Experience using business management, reporting, or rostering systems (desirable)What's in it for you?
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 certifiedGreat Place To Work® Australia New Zealand Pty LtdExclusive 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 moreTravel Discounts:Including family and friends - flights, hotels, tours, cruises, travel insurance and moreBrightness of Future:Career opportunities in a network of brands and businesses across theglobe -we promote from withinCorporate Health Discounts:Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gymMental Health:Support and Employee Assistance Program for staff and familySocial:Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in ****)Giving Back:Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leaveSustainability: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 environmentLocation:Onsite role based in South Bank head office, QLDHours:Monday to Friday standard office hoursPlease Note: applications can only be considered from candidates who are based in Brisbane without working restrictions.
Remote working options are not available for this position.
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📌 Customer Experience Leader - South Bank, Qld (Brisbane)
🏢 Flight Centre Travel Group
📍 Brisbane