Senior Specialist – Voice of the Customer

Position Overview

Join Air New Zealand as a Senior Specialist in the Market & Customer Insights Chapter within the Global Brand Centre of Excellence. You will lead the enterprise-wide "MyVoice" customer feedback program, central to the airline's strategic focus on customer-first initiatives, playing a vital role in advancing our "Our Future" strategy.

Responsibilities

• Steer the planning, implementation, and integration of innovative enhancements to the MyVoice program, ensuring maximum impact across the organisation.
• Manage the MyVoice project lifecycle, proactively identifying challenges, troubleshooting, and executing effective solutions.
• Guarantee precise and continuous delivery of customer data and enterprise-wide key performance indicators (KPIs).
• Provide comprehensive analysis and actionable customer insights to empower teams with informed decision-making, supporting commercial growth.
• Engage in additional insights projects extending beyond the voice of the customer program scope as opportunities arise.

Candidate Profile

• A hands-on expert in voice of the customer initiatives with 3-4 years managing or supporting large-scale programs.
• Deep understanding of customer research methodologies and industry best practices.
• Proven expertise with platforms like Medallia or Qualtrics and collaborating effectively with external partners.
• Strong stakeholder management and relationship-building skills across organizational levels.
• Analytical proficiency in transforming extensive datasets into strategic insights and growth-focused recommendations.
• Meticulous attention to detail with excellent quality control, adept at managing multiple deadlines simultaneously.
• Confident presenter capable of delivering insights to senior leadership clearly and compellingly.
• Experience using research and reporting tools such as Power BI, ChatGPT, Displayr, along with advanced skills in Excel and PowerPoint.
• Highly motivated, collaborative, inquisitive, and solution-oriented professional able to work independently and contribute within a high-performing team.

Benefits

• Attractive staff travel benefits extend to both you and your family.
• FlexiLeave options allow for purchasing up to four additional weeks of annual leave.
• Committed to ongoing learning and career development opportunities.

Additional Information

Air New Zealand embraces diversity, equity, and inclusion, fostering an environment where everyone can thrive authentically. We actively encourage applicants from varied backgrounds, including individuals with disabilities, those with health or mental health needs, and neurodiverse persons. Should you require accommodations or support during recruitment, please contact the designated recruiter.

Applications will be accepted until 24 August 2026.

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