Description KO WAI MTOU I ABOUT SKY Welcome to Rangiata | Sky, the ultimate entertainment destination that connects Kiwis to the stories and sport they love, in ways tailored just for them. Our Sky crew work tirelessly to ensure we are Aotearoa's most engaging and essential media company. We're incredibly proud of our achievements, but that doesn't mean we're satisfied.

As innovators, we constantly challenge ourselves to redefine boundaries and adapt to the ever-changing marketplace. Come be your authentic self at Sky, where we actively listen and adapt to create shared experiences that excite both our customers and our crew. As an Equal Employment Opportunity (EEO) employer, we proudly champion inclusivity and diversity as our core values, and we are open to applicants of all gender identities to feel welcomed and supported during the application process.

We have included a "Diverse" category for those who identify as non-binary, genderqueer, genderfluid, or any other gender identity outside the binary system of male/female. TE TRANGA I THE ROLE: Are you passionate about putting the customer at the heart of everything you do? At Sky, were on a journey to become a truly customer-led business and were looking for a Customer Voice & Experience Lead to help us get there. In this pivotal role, youll drive the development and integration of customer insights and human-centred design across Skys suite of products and services from Sky TV and Broadband to Neon and Sky Sport Now.

Youll champion best practice in customer experience and design thinking, guiding teams across the business to deliver seamless and impactful experiences that reflect the needs, expectations, and feedback of our customers. Its an exciting opportunity to shape the future of how our customers engage with Sky from acquisition to return and ensure their voice leads every step of the way. Key responsibilities will include: Leading Skys Voice of the Customer (VoC) programmes and embedding insights into business decisions.

Driving human-centred design practices across digital, product, marketing, service operations and care teams. Creating and maintaining customer journey maps, process flows and experience blueprints. Coaching and enabling cross-functional teams in design thinking, agile ways of working and customer-centricity.

Delivering insight-driven reporting and facilitating workshops to embed the customer voice into strategy and operations. NG PKENGA ME NG WHEAKO I WHAT YOU WILL BRING To thrive in this role, you'll be a strategic thinker with a passion for elevating the customer experience through insights, design, and collaboration. Youll bring a strong mix of technical expertise, stakeholder management, and a deep understanding of what makes a great customer journey.

ESSENTIAL At least 5 years experience in a similar CX, service design or insights role. Strong capability in human-centred design, journey mapping, qualitative and quantitative research. Proven leadership of VoC.