About the role 

You’ll play a key role in designing and optimising customer experiences across multiple touchpoints. You’ll bring design leadership to complex challenges, guiding teams and stakeholders to make decisions grounded in customer insight and business value.  

This involves partnering across disciplines to turn customer insights into tangible improvements. From rethinking existing products and services to exploring future innovations, you’ll help ensure every decision reflects Air New Zealand’s commitment to care and Kiwi ingenuity. 

You’ll balance creative ambition with operational and commercial reality by working with stakeholders across the business to bring ideas to life. You’ll embed design principles, lead collaborative workshops, and mentor others to elevate design practice and consistency. You’ll contribute to frameworks and processes that help us design and deliver experiences more effectively across the business. 

You’ll also contribute to how we operationalise new experience concepts, considering everything from regulatory requirements to how innovations are commercialised and scaled across the customer journey. The work is varied, visible and high-impact – covering initiatives that touch every stage of the travel experience. 

This is a highly visible role that influences how we innovate, test, and scale new experience concepts – balancing creativity with commercial and operational realities to ensure sustainable impact. 

About you 

You’ll have strong experience in advocating for, improving and creating the customer experience; ideally in complex, multi-stakeholder environments. You’re a natural collaborator who’s comfortable influencing, negotiating and aligning people behind a shared vision. 

Key experience we’re looking for includes: 

• Proven ability to translate customer insights into actionable improvements 
• Experience delivering initiatives that improve customer engagement, satisfaction or retention 
• Strong understanding of end-to-end experience design and CX strategy 
• Ability to balance commercial, operational and brand priorities 
• Excellent communication and relationship skills with confidence engaging at all levels 
• A growth mindset, curiosity and adaptability to thrive in a fast-evolving environment