Senior Customer Experience Strategist

companyDescription jobDescription 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. What you’ll be doing 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 What we’re looking for 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. What’s in it for you 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 whānau FlexiLeave, giving you the option to purchase up to four extra weeks of leave each year A strong learning culture with development and growth opportunities Wellbeing support, including EAP services and wellbeing resources Ready 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 2026 qualifications additionalInformation 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."