A leader who has conceived, led, and delivered the programs that define how Air New Zealand customers travel today — from kerb to gate to seat.
Twenty-plus years in airline customer experience and digital transformation — across Air Canada, Malaysian Airlines, and 16 years at the heart of Air New Zealand's airport operation.
I have conceived, led, and delivered the programs that define how Air New Zealand customers travel today: next-generation kiosks, biometric boarding, the 2030 check-in vision, and the digital infrastructure that runs every airport touchpoint from check-in to gate.
I lead from the front — in the boardroom presenting to Board members, Executives, and Tribe Leads, and on the airport floor during a crisis. I understand manaaki not as a brand promise but as the standard every customer interaction must meet.
My ambition is to bring that operational depth, strategic vision, and genuine passion for people together in a role that shapes what world-class ground and inflight experience — from check-in to lounge to cabin — looks like for Aotearoa.
Developed in-house. Reduces check-in from 2+ minutes to 37 seconds (as fast as 18). One-third the unit cost of previous models, saving $1M+ in annual maintenance. Saurabh leads as Air NZ Product Owner — vendor management, port spatial design, FOH staff enablement, and customer hyper-care across all NZ ports.
Three-horizon strategy: Brilliant Basics → Scale & Optimise → Above & Beyond. KPIs: 90% off-airport check-in adoption, 50% error reduction, +20 NPS by 2030. Covers web check-in rewrite (MACH), staff mobilisation, passport verification, biometric auto check-in, and AI-enabled personalisation.
One of the first airlines globally to deploy facial recognition boarding using CBP biometric data — LAX, SFO, JFK, HOU, HNL. Strong customer uptake from launch; foundational to Air NZ's biometric strategy through 2030.
Led Diwali celebrations simultaneously across three Air NZ locations (Hub, Campus, CHC) — coordinating sub-committees and cultural programming. Recognised for collaborative spirit and calm leadership in delivering one of the most memorable cultural events in Air NZ's history. Kiwi Asia Network (KASIA) — Committee Leader.
One of two POs nominated across 13 squads. Recognised for rebuilding a dislocated squad into a high-performing unit — 9-point GLINT improvement — through courageous performance conversations, shared roadmap ownership, and collective accountability.
Part of the cross-functional team recognised by the Air New Zealand CEO for eliminating tonnes of paper waste from Christchurch Airport operations — removing redundant telexes, manifests, and print runs through digital transformation.