Senior Specialist – Voice of the Customer

JobsCloseBy Editorial Insights

Air New Zealand is hiring a hands-on Senior Specialist Voice of the Customer to lead the MyVoice programme within the Market and Customer Insights Chapter, backing the Our Future strategy in Auckland on site. The ideal candidate has 3 to 4 years managing large VOC programmes, strong VOC methodology knowledge, and experience with Medallia or Qualtrics plus external partners, with a proven ability to turn data into commercial decisions and influence stakeholders at all levels. You’ll own the design and delivery of MyVoice developments, manage multiple projects, and present insights clearly using Power BI, Excel and PowerPoint. Tips: tailor your CV to show programme ownership and measurable impact, and include dashboards. Applications close 24 August 2026.

Job Description

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;

• Lead the design, implementation and integration of new MyVoice developments and maximise their value delivery across the organisation. 
• Own the project management of the MyVoice programme, identifying and trouble-shooting issues and implementing solutions. 
• Ensure the ongoing accurate delivery of customer data and enterprise-wide KPIs
• Deliver analysis and customer insight across the business to help teams make more informed decisions and help drive business growth. 

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;

• At least three to four years' experience managing or supporting a large-scale voice of the customer programme.
• Strong knowledge of customer research methods and voice of customer best practice
• Strong experience with platforms such as Medallia or Qualtrics, along with proven ability to work with external support partners.
• Proven ability to influence stakeholders and build strong relationships across all levels of an organisation.
• Strong analytical capability with experience turning large datasets into actionable insights and commercial recommendations.
• Excellent quality control and eye for detail are essential, as is proven ability to manage multiple projects and deadlines at one time.
• Confidence presenting insights and recommendations to senior stakeholders in a clear and engaging way.
• Experience with research and reporting tools such as Power BI, ChatGPT, Displayr, or similar. Advanced Excel and PowerPoint skills are essential.

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

• Generous staff travel benefits for you and your whānau.
• FlexiLeave, giving you the option to purchase up to four additional weeks of leave each year.
• Ongoing learning and development opportunities that help you grow your career.

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.

Additional Information

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."