Customer Experience Improvement Manager

About the Role

The purpose of this role is to drive improvements to the customer experience across the precinct with particular focus on ensuring we deliver a seamless customer experience during a significant period of change. We thrive on movement — whether it is helping customers get to where they need to go or evolving how we operate a certain area of our business to increase customer satisfaction. Our environment is fast-paced, constantly changing, and focused on creating effortless, memorable travel experiences.

We're looking for a Customer Improvement Manager who can drive meaningful improvements in customer journeys, influence results across teams, and bring structure and calm to the exciting and ever-changing world of Auckland Airport.

What you will be doing

In this role you'll work in a fast-moving and customer-focused environment in a period of exciting growth and change. You will thrive in an environment where learning and rapid iteration to uphold and elevate customer satisfaction are part of everyday life. You will be at the forefront of understanding, continuously improving the customer experience and driving results through influence and collaboration.

As the Customer Experience Improvement Manager you'll partner across business units to identify improvement opportunities, lead initiatives that elevate customer outcomes, and help teams stay aligned on what matters most — delivering exceptional value to our customers across the Airport precinct.

Your key responsibilities are:

• Identify pain points and opportunities across the traveller journey using data, insights, and customer feedback. 
• Lead the monthly Customer Experience Performance Group
• Lead, manage or support various projects to deliver customer centric experiences during both construction phases & final state. 
• Partner with business unit leads to embed service expectations (standards) and formalise an approach to internally assess our performance against them. 
• Maintain our wayfinding standards with all signage (temporary & permanent)
• Support training and capability-building for frontline teams
• Develop business cases and/or present to the various stakeholder review meetings on improvement initiatives pertaining to this role. 
• Drive a culture of continuous improvement and customer advocacy. 
• Be the voice of our customers, supporting the delivery of customer excellence. 
• Act as a trusted partner in supporting other parts of the business to deliver improvements to the customer experience, products and services.
• Lead by example, living the Auckland Airport values every day. 

What you'll bring to the role

At Auckland Airport, we are a busy hive of activity, and a lot of what we look for is how you would align with our AKL values All In | Tātou tatou – How we feel, Know How | Kōkiri Tahi – How we think and Let's Go | Karawhiua – How we act.

This role requires someone who leans into change, communicates with clarity and confidence, and brings a solution-focused improvement mindset to every challenge.

To ensure your success in this role, you will need:

• Minimum 5 years previous experience in a relevant hands-on experience or product development role in an airport or hospitality, travel, or transportation industry context. 
• Customer centric, is able to think like a customer and understands customer needs deeply 
• Ability to take customer insights and turn them into actionable improvements Exposure and experience in project development/project management 
• Possess strong interpersonal skills and work ethic, with the ability to collaborate with others effectively both internally and externally 
• Strong organisational skills including being able to prioritise effectively and manage time well 
• Experience in reading/writing briefs, reviewing design brief documents and communicating feedback to various audiences 
• Excellent attention to detail and strong drive to deliver
• Ability to problem solve/think outside of the box/come up with creative solutions 
• Well-developed skills as a confident communicator and presenter to individuals and groups 
• Excellent budget management to ensure projects are delivered within approved budget set

About us

From the arrival of the Tainui Waka into the Manukau Harbour, Auckland Airport has always been a place of journeys. We stand proudly as the gateway to Aotearoa, welcoming travellers beginning their journeys, farewelling Kiwis to new destinations, connecting businesses and workers to new opportunities, and celebrating partners and investors who back us along the way. We have ambitions to be a global hub and a comprehensive development programme to deliver this vision.

With so many moving parts to keep the airport precinct running, it's our collaboration and passion that keeps everything together. This is what our culture and heritage have been built on. When you work with us, you'll share our ambition to be a great New Zealand business, and one that's making a strong contribution to the wellbeing of our communities and economy.

E mahi ana mātou mō Aotearoa. We are working for New Zealand.

Auckland Airport is more than just a business. It's a truly unique place with an important role to play in New Zealand's recovery. Together we're its custodians, knowing that the work we do has the power to create positive change for our customers, the community, the environment and for the prosperity of Aotearoa. We're all about creating a sense of place where everyone can thrive, and one where others aspire to work. We're a diverse and inclusive workplace and welcome people from all walks of life.

Whiria te tangata. Our values weave us together. They're what we stand for, who we are and how we act.

Apply today

It's our collaboration and passion that keep everything together. This is what our culture and heritage have been built on. When you work with us, you'll share our ambition to be a great New Zealand business, and one that's making a strong contribution to the wellbeing of our communities and economy.

If this role sounds like you, we'd love to hear from you. Click the "Apply" button now. 

Attention Recruitment Agencies: Auckland Airport has a Direct Sourcing model and at this point in time we will not require any recruitment agency support for this role.

Please note that applications will be reviewed continuously throughout the recruitment period, and appointments may be made before the official closing date of the advert.

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