KO WAI MĀTOU 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 TŪRANGA I THE ROLE: 

Are you passionate about putting the customer at the heart of everything you do? At Sky, we’re on a journey to become a truly customer-led business — and we’re looking for a Customer Voice & Experience Lead to help us get there. In this pivotal role, you’ll drive the development and integration of customer insights and human-centred design across Sky’s suite of products and services — from Sky TV and Broadband to Neon and Sky Sport Now. 

You’ll 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. It’s 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 Sky’s 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. 

NGĀ PŪKENGA ME NGĀ 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. You’ll 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 programmes and use of CX platforms 
• Experience collaborating cross-functionally with digital, product marketing, technology and service teams. 
• Excellent storytelling, stakeholder engagement and the ability to translate data into action. 

PREFERRED 

• Relevant tertiary qualification in business, design, communications or change management. 
• Familiarity with agile or lean methodologies. 
• Experience in the media or telecommunications industry. 

KO NGĀ HUANGA I WHAT’S IN IT FOR YOU? 

• Discounted Southern Cross health insurance 
• Discounted Gym Membership at the YMCA  
• Free parking onsite (Mt Wellington office) 
• Amazing career development opportunities 
• Free Sky, Sky Sport Now and Neon 

ME PĒHEA TE TONO I HOW TO APPLY  

Ready to put the customer voice at the centre of one of New Zealand’s most recognisable brands? Apply now and help shape experiences that Kiwis love.  

Please note that you must have the right to work in New Zealand or hold a valid work visa for at least 12 months from joining Sky. 

We’re reviewing applications as they come in, and once we’ve found the right addition to our Sky Crew, we’ll blow the final whistle on this ad. If you’re ready to get off the sidelines and into the action, apply now. 

At Sky, we understand that conventional recruitment processes may limit some individuals. That's why we strive to support all candidates, offering reasonable adjustments throughout the recruitment process. If you need any accommodations, please reach out to us at Sky jobs, jobs@sky.co.nz. 

RECRUITMENT AGENCIES: Sky has established partnerships with a small number of preferred recruitment agencies, and we will not engage with unsolicited communication outside of this pool.