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About the Role

The Service Learning Designer supports Air Canada’s service identity by partnering with Service Designers and CX leaders to bring the unique service approach, “Air Canada-ness”, to life. This role adapts and embeds service rituals and signature behaviors into the employee experience across front-line branches, supporting consistent reinforcement through learning and operational routines. The role translates service identity into actionable tools and experiences, shaping employee engagement and customer experience to support Air Canada’s ambition to become the world’s best airline.

Responsibilities

Support translation of service identity and cultural rituals into actionable learning programs and tools ensuring strategic alignment and measurable impact across multiple branches and business units.
Collaborate with trainers, facilitators, and training design managers to embed service rituals learning artifacts into operations learning programs.
Assist in the design and execution of service activation experiences for groups not covered by HR programs.
Maintain, implement, and continuously improve toolkits, playbooks, and job aids to support widespread adoption and sustainment of cultural rituals.
Collaborate with Operations teams to support coordination across teams and seamless integration of service identity initiatives.
Facilitate high-impact workshops and immersion sessions, fostering innovation and deepening employee understanding of service identity.
Design and develop learning blueprints and other collateral and partner with appropriate learning professionals to embed into onboarding and leadership development programs.
Support updates to activation guidelines within the Service Design System, ensuring relevance, adaptability, and alignment with evolving business needs.
Collaborate with stakeholders including Workforce Planning, HR Learning and front-line training to drive organizational change, capability building, and operational excellence.
Escalate and support resolution of barriers to adoption in collaboration with local leaders.
Ensure emotional tone and safety standards are always reflected in all activation initiatives.
Share observations and feedback with leaders as appropriate to support embedding rituals.
Continuously evolve activation strategies based on feedback, data analysis, and emerging best practices.

Requirements

Bachelor’s degree in Organizational Development, Human Resources, Education, or a related field.
Certification in Facilitation, Change Management, or Learning & Development is an asset.
3+ years of experience in Learning & Development, Service Design, or CX Enablement.
Experience embedding cultural or behavioral frameworks.
Strong facilitation and instructional design skills.
Ability to translate abstract concepts into practical tools.
Familiarity with adult learning principles and change management.
Excellent communication and storytelling skills.
Experience in operational or unionized environments is an asset.
Strong collaboration and stakeholder management skills.
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment.
Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Skills

Facilitation
Instructional Design
Change Management
Learning & Development
Service Design
CX Enablement
Adult Learning Principles
Communication
Storytelling
Collaboration
Stakeholder Management

Experience Level

3+ years of experience

Education Level

Bachelor’s degree

About the Company

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America.
Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Equal Opportunity

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.