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Customer & Market Insights Specialist

Iztok Franko

Website Air New Zealand

About the job

Kia Ora!

Air New Zealand has now moved into its revive stage, and is working towards rebuilding a thriving airline. Our Research and Insights function is an integral part of the business, supporting our mission to remain one of New Zealanders’ most loved and admired brands and continuing our legacy of holding the number one corporate reputation position in New Zealand. Now is your opportunity to be part of a new chapter for the airline as we take Air New Zealand into the future.

The role

Reporting to the Masterbrand & Insights Marketing Manager, this 12-month fixed term contract role will be responsible for the operation and management of Air New Zealand’s Customer Insights and Research programme. You will have ownership of Air New Zealand’s Voice of Customer (VOC) platform/programme and be responsible for maintaining accuracy and integrity of data while providing trusted analysis of trends and drivers back to the business with primary stakeholders being the Marketing and Customer teams.

You will also lead the development and delivery of a varying range of ad hoc qualitative and quantitative research projects to support business strategy across varying business functions, including but not limited to CX, Commercial, Cargo, Airpoints, Financial Partners and Brand & Marketing.

You will be confident in stakeholder engagement & collaboration, keeping up to date with the ongoing priorities and developments in the teams we work with regularly to roadmap and deliver critical projects.

What you will bring to the role

Voice of Customer (VOC) programme:

  • Experience with Customer Experience tracking tools/platforms, including the maintenance and administration of such tools
  • Demonstrated experience in CX measurement and analysis with proven success in supporting businesses with strategic decisions based on the voice of the customer to drive change for improvement
  • Proven success in developing and managing an ongoing communications/engagement plan that keeps stakeholders informed and engaged with the programme

Ad hoc research projects

  • Confidence in leading research projects end to end, from scoping internal requirements through to designing projects, selecting and briefing agencies, analysing data and providing recommendations back to the business
  • Demonstrated experience in successfully leading inhouse quantitative and qualitative customer Insights projects
  • Ability to manage expectations and stakeholders to prioritise your workload, often with conflicting demands and deadlines
  • A positive ‘can do’ attitude and a willingness to be flexible and adapt to a changing business environment
  • Tertiary qualified in a relevant discipline with at least 6+ years’ relevant experience in a corporate, technology or CX-focused environment

Relevant skills:

  • Experience with leading quantitative and qualitative customer Insights projects internally and with external partners
  • Experience in analysis of trends and drivers with detailed understanding of research methodologies and processes
  • Ability to influence and articulately put a point of view across with credibility across all parts of the business
  • An excellent communicator, both written and verbal, including running training and presenting to groups and senior stakeholders
  • Excellent attention to detail
  • Desire and willingness to learn
  • A strong team player that also enjoys working autonomously

At Air New Zealand, we are proud supporters of diversity and inclusion and believe that the people are our greatest asset. While everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We nurture an environment that is holistically inclusive, diverse and collaborative. We are firm believers in celebrating differences and encouraging a workplace and culture where you can be yourself and thrive. We encourage diverse applicants including people with disabilities and other access needs to apply for our roles.

If you have access needs and encounter any accessibility barriers in the standard recruitment process please contact the recruiter listed on this job advert, so adjustments can be made to allow you to participate equitably in the 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.”

To apply for this job please visit www.linkedin.com.

Iztok Franko

I am passionate about digital marketing and ecommerce, with more than 10 years of experience as a CMO and CIO in travel and multinational companies. I work as a strategic digital marketing and ecommerce consultant for global online travel brands. Constant learning is my main motivation, and this is why I launched Diggintravel.com, a content platform for travel digital marketers to obtain and share knowledge. If you want to learn or work with me check our Academy (learning with me) and Services (working with me) pages in the main menu of our website.