General Manager Customer Experience, Air New Zealand
Nikki Goodman is General Manager, Customer Experience at Air New Zealand. Since joining Air New Zealand in 2002, Nikki has held a variety of different positions including Head of Regional Airports, Senior Manager Customer Experience and Lounge Manager – Southern and Central regions. The strategic and operational knowledge gained in these roles provides Nikki with great insight across the airline and makes her a strong advocate of the interconnection between operational performance and customer strategy.
Nikki’s key career accomplishments include leading the design and delivery of Airport upgrades and terminal developments as well as leading the Lounge Programme design and delivery for Air New Zealand, creating a service culture and delivery framework within her roles in both hospitality and retail, all the while being committed to growing the next generation leaders within organisations.
Nikki was born in the UK and studied History at the University of London. Her experience spans across different environments, countries and industries, including hospitality, retail, FMCG and NGO work in Africa. Nikki has adapted her skill set to be successful among different cultures, communities and environments having lived and worked in London, Uganda, Botswana and the West Indies before finally settling in New Zealand.