Head of Customer

Head of Customer

We are seeking an experienced and strategic leader to step into the role of Head of Customer, following an internal movement within the team.

This is a critical leadership role responsible for shaping and delivering Auckland Airport’s enterprise-wide customer strategy—spanning digital, physical and human experiences—and leading the organisation’s ongoing transformation to deliver a seamless, end-to-end customer journey.

What you will be doing

As Head of Customer, you will lead the design and delivery of our customer strategy and framework, ensuring it is embedded across the airport ecosystem and translated into practical outcomes across all touchpoints.

You will work across multiple business units, partners and major programmes, influencing delivery and ensuring customer outcomes are consistently prioritised across day-to-day operations and capital projects.

A key part of the role includes ownership of airport-wide wayfinding standards, ensuring a clear, consistent and accessible navigation experience across all environments and channels.

Your key responsibilities are:

• Leading Auckland Airport’s enterprise customer strategy and experience framework 
• Embedding a seamless, end-to-end customer experience across digital, physical and human touchpoints 
• Partnering across the business and with external stakeholders to drive aligned delivery 
• Integrating customer requirements across multiple work programmes and project delivery 
• Leading customer insights, analytics and performance to drive continuous improvement 
• Leading the customer contact centre and overseeing customer complaints resolution, ensuring timely, consistent and high-quality outcomes 
• Owning and governing wayfinding standards and guidelines across the airport precinct 
• Building capability and fostering a strong customer-centric culture across teams 

What you will 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.  

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

• A strategic leader with strong experience in customer experience, service design or transformation 
• Proven ability to influence across a complex, multi-stakeholder environment 
• Experience working across programmes, projects and operational delivery 
• Strong commercial acumen and data-driven decision-making capability 
• A collaborative and engaging leader who builds high-performing teams 
• Passion for delivering exceptional customer outcomes in a dynamic environment 

About us

With significant transformation underway across the airport, this role is central to ensuring we deliver an experience that is effortless, connected and with the warmth and care our customers expect.

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.

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.   

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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