Design Specialist (Customer Experience Design)

Kia ora! 

Air New Zealand is on an accelerated journey to deliver the best flying experience on Earth. Our purpose is to enrich our country by connecting New Zealanders to each other and New Zealand to the world. As part of our brand promise, we embrace Manaaki – taking care further than any other airline and creating meaningful experiences that empower and connect. 

We’re looking for a hands-on and customer-focused Design Specialist to join our team on a 12-month fixed-term contract, stepping in while a team member is on parental leave. This is a great opportunity to support the design and delivery of customer experiences across high-impact areas of the business, with a particular focus on translating service and experience requirements into tangible, front-line-ready documentation. 

What you’ll be doing:

• Lead the refresh and alignment of service design documentation across a key customer experience area 

• Translate service journeys, standards and touchpoints into clear and actionable materials that support operational delivery 

• Collaborate with cross-functional teams, including operations, delivery, digital, brand and corporate stakeholders 

• Develop engaging and user-friendly training materials to enable consistent delivery by front-line and airport teams 

• Apply customer insights and change thinking to design experiences that are both premium and practical 

• Champion the voice of the customer and advocate for their needs across the design and delivery process 

What you’ll bring:

• Experience in customer experience, service design or training documentation within operational or service-focused environments 

• A practical understanding of what “great” looks like on the ground in complex delivery contexts 

• Strong communication skills and confidence engaging with both front-line teams and senior stakeholders 

• Ability to think strategically, translate requirements and contribute to change initiatives 

• Adaptability, curiosity and a personable approach that builds strong working relationships 

• A relevant tertiary qualification is preferred 

Why join us? 

You’ll be part of a high-performing experience design team that thrives on crafting meaningful experiences for our customers. Backed by a Chapter that supports your growth and development, you’ll work on initiatives that have real impact across the business and bring our brand promise to life. 

Apply now with your CV and help us shape the future of customer experience at Air New Zealand. This role closes on 11:59pm Sunday 27 July.

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."