Manager, Customer Experience Strategy

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 1,900 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.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

As Manager, Customer Experience Strategy, you'll be a key driver of change and improvement to the traveler experience. Reporting to the Associate Director, Passenger Development, you'll lead the development and implementation of initiatives that create a seamless and exceptional passenger journey throughout the airport. You’ll be a passionate advocate for our passengers and will work closely with internal teams and external partners to ensure seamless integration of our Customer Experience (CX) strategy across the airport.

Are you passionate about creating exceptional customer experiences? This is a unique opportunity to contribute to the success of Toronto Pearson and make a real difference in the travel journey.

As a Manager, Customer Experience Strategy you will:

• Act as a key ambassador of the CX strategy, representing and promoting its values and goals within the business and with external stakeholders
• Oversee and execute the delivery of the Customer Experience Roadmap, including steering future strategy iterations, execution of pilot programs and the full-scale experience program
• Lead the organization’s wayfinding strategy, ensuring passengers can seamlessly and efficiently navigate facilities
• Champion the delivery and next iteration of the Service Improvement Action Plan, including the development of an escalation process to remove barriers and ensure consistent progress in the plan delivery
• Define, implement and maintain service level standards that align with Customer Experience Strategy and develop enforcement processes to drive consistency in experience across entire passenger journey
• Collaborate with Architectural Services, Customer Experience, and Government Agency representative(s) to embed the CX strategy into Pearson LIFT, the airport’s multi-year infrastructure development program
• Drive data-driven decision making, leverage data and insights to enhance the passenger journey, develop new engagement tools, and measure program effectiveness
• Align Customer Experience initiatives and expectations across the airport community through leadership of various Customer Experience Councils across all levels of the organization; and manage relationships with external consultant groups that are supporting with the delivery of the Customer Experience Vision
• Chair a committee of representatives from various departments to provide progress updates and transparency into customer experience related initiatives driven throughout the organization
• Manage the annual budget and costs related to the CX Strategy
• Model the GTAA leadership behaviours to support and further the business’ vision through building and development of diverse, multi-skilled team

The salary for this management non-unionized position is competitive based on the successful candidate’s qualifications.

This is the role for you, if you have:

• Post-Secondary diploma in Aviation Management, Business Administration, Marketing or related field
• 5 years experience in an airport or similar environment with demonstrated experience in serving a large and complex customer base
• 5 years’ experience with people management, preferable in a matrix organization and multiple operations experience
• 7 years’ experience navigating highly complex, stakeholder environments to produce tangible results
• Previous experience supporting the delivery of programs
• Ability to obtain and retain a Transportation Security Clearance

Knowledge and skills you bring, that set you up for success:

• Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions
• Proven experience in customer experience or service improvement roles, preferably within an airport or travel environment
• Excellent communication skills and ability to present complex information horizontally and vertically
• Strong organizational skills, self-motivated and results oriented
• Strong project management skills with a track record of delivering complex initiatives on time and within budget
• Proven relationship management skills and leadership skills through collaboration across multiple functional groups, at various levels
• Proven ability to influence in absence of authority and ability to collaborate and negotiate cross functionally and externally

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