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About the Role
Activate Toronto Pearson’s customer experience strategy by embedding customer-centric practices, programs and governance across the organization. Use passenger insights, benchmarking and strong stakeholder partnerships to advance continuous improvement, strengthen service culture and improve the traveller experience.
Responsibilities
- Build strong relationships across Commercial, Stakeholder Relations and Communications, Legal, Terminal Operations, Customer Development, ADTS and external partners to support a customer-centric culture.
- Advocate for passengers by driving adoption of the customer experience strategy, service behaviours, passenger personas and journey maps.
- Develop continuous improvement strategies from passenger insights and support new or enhanced customer experience programs and resources.
- Support customer experience governance forums, working groups and councils, including materials, action plans, trackers and senior-leader reporting.
- Partner with business units to address issues identified through PAX and ASQ results and monitor progress against agreed actions.
- Support the Customer Experience Champions program, service behaviour training, recognition initiatives and partner engagement activities.
- Manage tenders, requests for proposals, service contracts and vendor relationships for program enablers, research, technology, marketing and staffing support.
- Monitor supplier performance and brand compliance, address issues and recommend corrective action when required.
- Lead special projects and cross-functional teams addressing systemic customer experience challenges, using research, root-cause analysis and stakeholder engagement.
Requirements
- A minimum of five years of experience in customer service, relationship management or client engagement; airport or airline customer service experience is an asset.
- Experience working in multi-client or multi-stakeholder environments.
- Experience developing and implementing programs, activating initiatives or improving processes.
- Experience managing and implementing work plans, projects and competing priorities.
- Experience with contract management, including monitoring vendor or supplier performance and working with multiple stakeholders, is preferred.
- Demonstrated professional and business writing experience.
- Knowledge of broader airport operations and how airlines, agencies and key partners contribute to the passenger experience.
- Experience in customer service program development, project management, operations or customer service.
- Ability to obtain and retain Transportation Security Clearance.
Skills
- Ability to interpret passenger feedback and survey data, identify root causes and translate findings into actionable improvements.
- Knowledge of customer experience benchmarking, performance indicators and programs such as ACI ASQ, Skytrax and PAX.
- Strong project and program planning skills, with the ability to deliver against deadlines and objectives in a dynamic environment.
- Strong stakeholder management, facilitation, presentation, negotiation and conflict-resolution skills, using diplomacy and tact.
- Ability to distill complex information and clearly articulate the value of customer experience initiatives to varied audiences.
- Strong organizational skills, attention to detail and the ability to manage conflicting priorities without compromising execution.
- Creative, data-informed thinking and the initiative to challenge the status quo and develop innovative programming and training.
- Ability to manage vendors, contracted resources, budgets, timelines and service expectations.
- Proficiency in Microsoft Outlook, Word, PowerPoint and Excel.
- An unrelenting commitment to the passenger experience and to maintaining confidentiality when handling sensitive information.
Location
- Toronto
Work Type
- Full-time
Experience Level
- Band 7
- Minimum of five years of experience
Education Level
- Post-secondary degree or diploma in business, customer service, marketing, research, hospitality, communications or a related field.
Salary/Compensations
- $47.35 per hour
Benefits
- Retirement planning
- Comprehensive group health benefits
- Employee assistance program (EAP)
- Paid leave
- Education and training
- Recognition and rewards programs
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.
- Together with our partners, 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.