Senior Representative, CX Strategy Activation

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.

What’s in it for you!

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

What you can expect from this position:

Reporting to the Manager, Customer Experience and Insights, you will activate Toronto Pearson’s customer experience strategy by embedding customer-centric practices, programs and governance across the organization. You will use passenger insights, benchmarking and strong stakeholder partnerships to advance continuous improvement, strengthen service culture and improve the traveller experience.

As Senior Representative, CX Strategy Activation, you will:

• 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.

This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week. As part of the recruitment process, candidates may be required to complete an assessment.

This is the role for you, if you have:

• 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.
• Post-secondary degree or diploma in business, customer service, marketing, research, hospitality, communications or a related field.
• Ability to obtain and retain Transportation Security Clearance.

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

• 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.

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