Kia ora!
Shape the future of customer experience at one of New Zealand’s most iconic brands. As Senior Customer Experience Strategist, you’ll help influence enterprise-wide decisions, shape customer strategy, and ensure the experiences we choose to deliver have meaningful customer and commercial impact.
This role sits at the centre of strategic transformation, partnering with senior leaders to turn customer strategy into clear priorities, aligned decisions, and measurable outcomes. You’ll help connect thinking across teams, challenge assumptions, and ensure customer and commercial impact are considered in major business decisions.
What you’ll be doing
What we’re looking for
You’ll be at your best here if you are equally comfortable with customer insight, commercial trade-offs, executive storytelling, and the messy reality of getting things done in a large, complex business.
If you bring most of this experience, along with transferable skills and the drive to grow, we’d love to hear from you.
What’s in it for you
We want our people to live their best lives and access great benefits that support their lives outside work.
Ready for take-off?
This is an opportunity to shape customer decisions and experiences at enterprise scale while working on meaningful, high-impact initiatives. If you’re energised by strategy, influence, and customer-led thinking, we’d love to hear from you.
Applications close 9 June 2026
At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.
If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."
Kia Ora, Ni Hao, Gidday, konnichiwa, Talofa, Bula, Hello and Welcome to Air New Zealand, your journey starts here.
Air New Zealand is one of the world's leading airlines, known around the world, not just for our name and our innovation but also for our reputation. We are recognised as "New Zealand's Most Reputable Organisation" for our strong leadership, customer service orientation, innovation, brand, corporate values, and our role as a strong ambassador for New Zealand. Each year we make sure our passengers who fly to, from and within New Zealand enjoy our uniquely Kiwi way of doing things.
At Air New Zealand, we are all about people. Ambitious, helpful, proud, down-to-earth, caring people, who look after the needs of more than 13 million people every year. We look at ways of making the experience better for our customers and allowing people to experience our New Zealand.
Our people drive us to be among the world's best, frequently winning awards in all aspects of our operations, testament to the Air New Zealanders living this culture daily, in the way they deliver customer experience. Whilst it's led from the top, it is delivered by thousands of people, constantly doing things that make a big difference!
