Customer Insights Manager

Customer Insights Manager | Customer

Auckland Airport stands 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.

About the role

The Customer Insights Manager leads the generation and application of insights across Auckland Airport's customer ecosystem, including travellers, visitors, workers, partners and stakeholders. The role translates research and data into clear, actionable intelligence that informs strategic decisions and investment in products, services and experiences our customers value across the precinct.

Your key responsibilities are:

• Identify potential future customer research and conduct research projects using a range of research methodologies, collaborating, and reporting on customer experience research.
• Turn insights into action, presenting findings in a way that enables teams to design and deliver customer-led campaigns, products, services and experiences aligned to Auckland Airport's strategy.
• Lead the distribution of customer research and insights across the business, ensuring they inform decisions and embed a strong customer-centric culture
• Build organisational understanding of the customer ecosystem, delivering regular reporting, presentations and engagement forums to deepen understanding of our five customer groups and inform decision-making.
• Lead the ongoing evolution of the Voice of Customer programme, ensuring it remains fit-for-purpose, aligned to business priorities, and reflective of Auckland Airport's full customer ecosystem.
• Work with our platform provider to continually tune our customer radar so it meets the needs of the business.
• Leverage ASQ insights to support partner performance and contractual outcomes and ensuring customer outcomes are reflected in partner delivery expectations.

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 values Respectful, Collaborative, We Care, Integrity and Exceptional.

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

• Bachelor's degree with 5+ years' experience in customer research, insights, and analytics.
• Proven experience in customer research, insights and analytics, including the design and delivery of research using a range of methodologies.
• Exceptional communication and presentation skill with the ability to convey complex insights in a clear and compelling way.
• Demonstrated ability to work collaboratively across multiple business units, building strong relationships and influencing outcomes.
• Experience working with both qualitative and quantitative data, including combining research outputs with operational or transactional data to generate trends and insights.

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.

Apply online now.

Applications will be reviewed continuously. We encourage interested candidates to apply early, as the role may be filled before the advertised closing date.

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Desired Skills and Experience

The Customer Insights Manager leads the generation and application of insights across Auckland Airport's customer ecosystem, including travelers, visitors, workers, partners and stakeholders