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About the Role

The Manager, Customer Experience Strategy will play a pivotal role in bringing Toronto Pearson’s Customer Experience Vision, “putting the joy back into travel,” to life. As an advocate for the passenger, you will shape the standard for experience at Toronto Pearson, lead strategic initiatives, build alignment across a complex airport community and create the programs and accountability needed to deliver a more seamless, consistent and memorable journey for millions of passengers.

Responsibilities

Champion Toronto Pearson’s Customer Experience Strategy, acting as a key ambassador for the vision and driving understanding, alignment and action across the organization and broader airport community
Lead execution and ongoing evolution of Toronto Pearson's Customer Experience Strategy and Roadmap, translating strategic priorities into actionable programs, pilots and initiatives that deliver measurable improvements to the passenger experience
Build alignment across the Toronto Pearson community, leading CX councils and collaborating with internal teams, airlines, agencies, partners and external consultants to build shared priorities and deliver a cohesive end-to-end experience
Evolve the Toronto Pearson Service Behaviours program, including training and service-level expectations to drive a consistent and exceptional experience across the travel journey
Drive a culture of customer-centricity by leading employee engagement, recognition and rewards programs that celebrate exceptional service, reinforce the Service Behaviours and inspire employees and partners to put passengers at the heart of everything they do
Strengthen service quality and accountability by embedding customer experience standards into airport-wide audit programs, using results to proactively address performance gaps and elevate the passenger experience
Embed the customer experience strategy into major airport transformation programs by collaborating with internal teams, design partners, consultants, and airport stakeholders.
Partner with Analytics teams to strengthen customer experience measurement, understand passenger sentiment, and ensure feedback is translated into timely action.
Establish reporting frameworks, metrics, and tracking tools that communicate progress, identify risks and opportunities, and support informed leadership decisions.
Manage the Customer Experience Strategy budget and coach, mentor, and develop team members to deliver high-quality, measurable results.

Requirements

A post-secondary diploma in Aviation Management, Business Administration, Marketing, or a related field; a related degree or MBA is considered an asset.
At least five years of experience in an airport or similarly complex environment serving a large and diverse customer base.
At least seven years of experience navigating complex stakeholder environments and delivering tangible business or service outcomes.
At least five years of people leadership experience, preferably within a matrixed or multi-operational organization.
Proven experience developing or delivering customer experience, service improvement, or other complex programs.
Strong project management capabilities, with a track record of delivering complex initiatives on time and within budget; a PMP designation is considered an asset.
Demonstrated ability to influence, collaborate, and negotiate across functions and with external stakeholders, including in a unionized environment.
Strong business acumen and a continuous-improvement mindset, with the ability to identify trends, recommend solutions, and implement corrective actions.
Excellent communication, presentation, relationship-management, and organizational skills, including the ability to communicate complex information to audiences at all levels.
Lean or Six Sigma certification and knowledge of project management technologies are considered assets.
Ability to obtain and retain Transportation Security Clearance.

Skills

Customer Experience Strategy
Project Management
Stakeholder Management
Leadership
Communication
Presentation
Relationship Management
Organizational Skills
Business Acumen
Continuous Improvement
Lean or Six Sigma (asset)
PMP designation (asset)

Location

Toronto Pearson

Work Type

Hybrid

Experience Level

5+ years experience in airport or complex environment
7+ years experience navigating complex stakeholder environments
5+ years people leadership experience

Education Level

Post-secondary diploma in Aviation Management, Business Administration, Marketing, or related field
Related degree or MBA (asset)

Benefits

Comprehensive benefits
Flexible retirement program with employer matching
Voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans)
Continuous internal and external learning opportunities
Meaningful reward and recognition program

About the Company

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability.
Approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners.
Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

Equal Opportunity

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.