Kia ora!
At Air New Zealand we connect friends and whānau from all over Aotearoa to each other and reconnect Kiwis to the world. To help accelerate our growth we are doing things a little differently and reaping the benefits of operating in an Agile way.
Join our dynamic Digital Performance Marketing - Service team, an integral part of our broader Brand and Marketing area. We're on a mission to empower customers to find, understand, trust, and act on the right information at the right time through seamless, value-centered digital interactions.
As a Digital Service Content Specialist, you'll play a key role in shaping seamless, intelligent digital experiences that enhance the customer journey across multiple touchpoints. This is a strategic content role focused on designing, testing, and optimising user-first content experiences—rooted in data, informed by AI tools, and aligned with organic search and accessibility best practices. You’ll work closely with cross-functional teams to design and deliver thoughtful, user-focused content that supports customer needs, improves the end-to-end experience, and aligns with business goals.
Key Responsibilities:
- Design and deliver user-centred digital content that meets customer needs and supports business outcomes across key service touchpoints such as web and email.
- Apply best practices in content strategy and content design to ensure a cohesive and effective customer experience.
- Take ownership of content workflows—from discovery and stakeholder alignment through to implementation, testing, and continuous improvement.
- Use AI tools, data insights, and customer feedback to inform and optimise content design, structure, and delivery.
- Collaborate with product, design, SEO, and CX teams to create content that enhances digital journeys and improves discoverability through organic search.
What you'll bring:
- Expertise: Bring your proficiency in content (strategy, planning, structure, information architecture, hierarchy, copywriting, and execution), technical skills, and a customer-first mindset.
- Strategic thinking: Identify and focus on areas with the highest value to deliver against our long-term strategy of transforming our channels into a highly engaging self-service digital ecosystem.
- Data-driven approach: Utilise data insights, testing, experimentation and an iterative approach to continuously improve content & comms efficacy.
- Collaboration: Supportive team player. Work closely with stakeholders on key projects providing strategic input and recommendations and advocating on best practice comms and content design across the wider organisation.
- Experience: Ideally 5+ years’ experience in digital content and communication, content strategy and content design. You should be comfortable using data and analytics to inform content decisions, familiar with AI tools that support content creation and optimisation and understand how content contributes to organic search and discoverability.
Our ideal candidate:
- University degree: Marketing, Communications, or Technology discipline, preferable but not essential.
- Demonstrated results optimising digital channels for the customer experience including, content and comms strategy, design, development and testing.
- Hands-on experience with email marketing/automation and website content design and creation.
- Strong working knowledge of email HTML, proficiency in Content Management Systems or DXP, Adobe Dreamweaver and Photoshop and the ability to adapt to new systems and software
- Track record of communicating in simple and meaningful ways, with a focus on plain language writing and transformation.
- Ability to use analytics tools (for example, Google Analytics, Hotjar) for content creation, evaluation, and optimisation.
- Understanding of the application of Content Design and UI/UX design principles.
- Previous experience working within Agile methodologies is helpful, but not essential.
If this sounds like the opportunity for you, take flight and apply now!
Please note, applications close 11/06/2025.
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."
