Kia ora! Air New Zealand is continually capturing the world's attention for its great culture, outstanding customer service, and innovations that are truly cutting edge. You'll very quickly discover we are all about our customers and people. We have an exciting opportunity in our dynamic Digital Performance Marketing - Service Chapter. Our Chapter is on a mission to empower customers to find, understand, trust, and act on the right information at the right time through seamless, value-centred digital interactions.As a Digital Service Content Specialist, you'll provide UX copywriting, content design and tactical support, as well as content expertise for initiatives across all Air New Zealand channels, including our customer-facing website, email, app, booking systems and Oscar - our chatbot. Your focus will be customer enablement (service not retail), working closely with digital content specialists, search specialists, product owners, product managers, business analysts, marketing teams, and other business stakeholders. The role you will play: Transform complex information into engaging, helpful, contextually relevant content that caters to customer expectations and meets business objectives.Ensure content meets Air New Zealand's editorial design, brand and project guidelines, is aligned to the broader strategy and takes a customer-firstStrategise, implement, optimise and manage impactful content across all digital channels.Identify and drive tactical improvement activities such as audits and analysis of existing content.Collaborate with internal teams and stakeholders to deliver information tailored to ourcustomers - domestic and international. Apply best practices in content and communications strategy, design, and optimisation methodologies to elevate the overall customer experience.Our ideal candidate:Expertise: Bring your proficiency in content (structure, information architecture, hierarchy, copywriting, strategy, planning 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 to inform and execute key projects providing strategic input and recommendations and advocating on best practice comms and content design across the wider organisation. Experience: Ideally, 5+ years relevant experience in delivering content for a customer-focused website is essential, including content strategy, content design, copywriting, direct marketing, or similar roles. Desired skills:Tertiary qualifications in relevant discipline(s).Digital copywriting experience and a track record of communicating in simple and meaningful waysis essential, with experience in UX and functional copy preferred. Demonstrated results optimising digital channels for the customer experience, including content and comms strategy, content design, development and testing.Hands-on experience with content management systems is essential, ideally with SilverstripeKnowledge of email marketing/ automation, and proficiency in DXP, Adobe Dreamweaver and Photoshop and the ability to adapt to new systems and software.Ability to use analytics tools (for example, Google Analytics, Hotjar) for content creation, evaluation, and optimisation.Previous experience working within Agile methodologies is helpful, but not essential.Understanding of Content Design and UI/UX design principles.If this sounds like the opportunity for you, take flight and apply now! Please note, we do not accept applications via email. Please apply via the careers site only. D&I statement, accessibility and Maori proverb (non-safety sensitive roles only) 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. Whaia 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." 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. Whaia 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."
