Kia ora!
Every customer interaction is an opportunity to create something better.
Air New Zealand’s Our Future strategy is focused on becoming the world's most respected airline, with Customer First at the centre of everything we do. Recently recognised as New Zealand's most attractive employer, Air New Zealand continues to be known for its culture, innovation and commitment to delivering exceptional customer experiences.
We're recruiting for a Senior Specialist – Voice of the Customer to join us! As part of our high performing Market & Customer Insights Chapter within the Global Brand Centre of Excellence, you'll lead our enterprise voice of the customer programme MyVoice and be integral to delivering the Our Future strategy.
How you’ll make an impact
Reporting to the Chapter Lead (Head of) Market & Customer Insights, you will use your past experience managing or supporting voice of the customer programmes to set the direction and priorities for MyVoice, ensuring the programme stays future fit as a key source of customer insight. Specifically you will;
There is also the opportunity to work on insights projects beyond the scope of the voice of the customer programme.
Our ideal candidate:
The right candidate will be a hands on, collaborative voice of the customer expert who wants to take ownership of a major programme and ensure customers continue to have a strong voice within Air New Zealand. You will be action oriented and pragmatic, and able to clearly communicate customer insights that contribute to commercial outcomes and growth. You will have;
Overall, we're looking for someone who is motivated, collaborative and is a curious voice of the customer expert with excellent problem solving and insight generation skills. You will enjoy working independently as well as contributing to a high performing team.
If you meet the majority of the criteria and are excited by the opportunity, we'd love to hear from you.
What we can offer you
Ready for take off?
This is an exciting opportunity to take ownership of Air New Zealand's most important customer insight programme and help shape the experiences of millions of customers. If you're ready to influence decisions, drive meaningful change, and make the customer voice impossible to ignore, we'd love to hear from you.
Applications close 24 August 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!
