Manager, Customer Experience Strategy

About the employer

Benefits and work environment

• Benefits include a flexible retirement program with employer matching and voluntary RRSP, TFSA, and non-registered savings plans.
• The employer describes a flexible hybrid work environment, learning opportunities, and a reward and recognition program.

Role overview

Responsibilities

• Champion the customer experience strategy and drive alignment and action across the organization and airport community.
• Lead strategy and roadmap execution, turning priorities into measurable programs, pilots, and initiatives.
• Lead customer experience councils and align internal teams, airlines, agencies, partners, and consultants.
• Evolve service behaviours, training, and service-level expectations across the travel journey.
• Lead employee engagement, recognition, and rewards programs that reinforce customer-centric service.
• Embed customer experience standards in airport-wide audits and use results to address performance gaps.
• Integrate customer experience into major airport transformation programs.
• Work with analytics teams to measure experience and passenger sentiment and translate feedback into action.
• Establish reporting frameworks, metrics, and tracking tools; manage the strategy budget and develop team members.

Qualifications and experience

• Post-secondary diploma in Aviation Management, Business Administration, Marketing, or a related field; a related degree or MBA is an asset.
• At least five years’ experience in an airport or similarly complex environment serving a large and diverse customer base.
• At least seven years’ experience navigating complex stakeholder environments and delivering business or service outcomes.
• At least five years’ people leadership experience, preferably in a matrixed or multi-operational organization.
• Experience developing or delivering customer experience, service improvement, or other complex programs.
• Project management capability and a record of delivering complex initiatives on time and within budget; PMP is an asset.
• Ability to influence, collaborate, and negotiate across functions and external stakeholders, including in a unionized environment.