Senior Content Specialist (Senior Brand and Marketing Specialist)

Kia ora!

Air New Zealand is on a mission to redefine what it means to deliver exceptional customer experiences in the digital space through meaningful interactions.

We're seeking a Senior Content Specialist (Senior Brand and Marketing Specialist) to join our Digital Performance Marketing, Service Chapter. Reporting to the Chapter Lead, this role requires strategic thinking, technical expertise, and leadership to elevate the customer experience across Air New Zealand’s digital ecosystem.

You’ll help shape our digital content strategy, delivering customer-first strategies that align customer needs with business objectives. Working across key owned channels—such as email and website—you’ll apply UX and content design principles to ensure content is accessible, engaging, and impactful. With expertise in content structure, design, and lifecycle planning you’ll craft long-term, always-on service content that empowers customers to self-serve effectively reducing reliance on traditional support channels.

Key responsibilities

• Drive strategy: Lead the development of and execute content strategies that transform our owned digital channels into an engaging, self-service ecosystem. Key channels include email and our global websites. Please note, social media is not part of the channel remit.
• Content leadership: Bring a new level of content and communications expertise, technical strength and a global perspective to delivering high-quality customer experiences across our owned channels ensuring accessibility, discoverability, and brand alignment.
• Communications leadership: Comfortable owning the end-to-end process, working with stakeholders to inform and execute comms workflows and owning, designing, and implementing impactful, highly personalised eDM journeys. 
• Customer-centric focus: Plan and manage complex customer journey messaging programmes that balance customer value with business objectives. Apply UX and content design methodologies to create content that is engaging and centred on customer needs.
• Operational excellence: Create scalable frameworks and templates to optimise workflows, cost of ownership, and support the long-term growth of the digital ecosystem.
• Stakeholder engagement and collaboration: Collaborate with teams across the business—embracing the Agile model—to ensure content initiatives meet strategic goals.
• Continuous improvement: Apply data insights and lead optimisation initiatives to improve customer outcomes and channel performance.

What you’ll bring

• Proven expertise: 8+ years of experience in website content strategy, content design, UX/ copy writing, direct marketing and communications, or similar roles. Demonstrated results optimising digital channels for the customer experience including, content and comms strategy, design, development and testing.
• Technical skills: Hands-on experience with CMS or DXP, email marketing tools (such as Unica/Acoustic), and design software (e.g., Adobe Dreamweaver, Photoshop). A working knowledge of SEO.
• Strategic thinking: Ability to design and implement customer-focused content/ communications strategies that align with long-term business objectives.
• Analytical mindset: Experience using data and analytics tools (e.g., GA4, Hotjar) to inform content decisions and measure impact.
• Collaboration & leadership: A strong communicator who can guide teams and influence stakeholders, while advocating for best-practice content design and strategy.
• Adaptability: Comfortable navigating ambiguity, managing change, and working in dynamic environments.

Preferred skills & experience

• Tertiary qualifications in relevant disciplines such as marketing, communications, or digital design.
• Experience working within Agile methodologies is helpful, but not essential.
• Advanced understanding of UI/UX principles and their integration with content strategy.

If this sounds like your next opportunity, take flight and apply today!

Please note this job closes on 07/02/2025 - 00:01am. While we will deliver an outcome to every applicant, due to the large number of applications we will only organise conversations with shortlisted candidates.

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."