Senior Customer Experience Strategist

External

Airnewzealand · Auckland, New Zealand

Full-timeOn-site1mo ago30+ days old, may be filled

Accessibility

Cover Letter Connect

Prepare for this interview

Elite

AI-generated questions, company research, and talking points tailored to this role

Responsibilities

Define where the business should win with customers across key segments and moments that matter
Partner with business leaders to translate customer strategy into clear priorities and outcomes across all elements of the customer value proposition.
Influence major initiatives by embedding customer and commercial thinking into decision making
Create consistent approaches for assessing customer impact across enterprise initiatives
Connect teams to deliver more cohesive and aligned customer experiences
Support governance and decision-making frameworks that strengthen customer and business outcomes

Requirements

Customer obsession - you understand that customers have choices, and you have a track record shaping experiences that influence preference, loyalty and buying behaviour.
Experience influencing strategic decisions in complex, customer-focused environments with a bias for action.
Strong commercial judgement - connecting customer need to contribution, market share, cost to serve and strategic value.
Proven ability to communicate a compelling vision and influence stakeholders across multiple teams and levels.
Delivery empathy - you understand how ideas become real through product, digital, operational, frontline and change environments.
Experience in customer strategy, experience design, transformation, product, or consulting environments.
Strong analytical and critical thinking skills, with the ability to simplify complexity.
Strategic problem solving - you can cut through ambiguity, identify the real customer problem, and frame choices clearly for senior leaders.
Excellent communication and relationship-building skills.
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.

Benefits

We want our people to live their best lives and access great benefits that support their lives outside work.Discounted staff travel for you, your friends, and whānauFlexiLeave, giving you the option to purchase up to four extra weeks of leave each yearA strong learning culture with development and growth opportunitiesWellbeing support, including EAP services and wellbeing resourcesReady 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 2026Whāia 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."Health insuranceVision insuranceEquity / stock options

Additional Information

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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Airnewzealand? Share your experience

Interested in this role?

Apply on the company's website.

Cover Letter Connect