Manager, In-flight Experience Initiatives

2 months ago

Dorval, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

Reporting to the Director, Onboard Experience, this position plays a vital role in driving long-term service improvement initiatives, shaping service delivery requirements for new aircraft entering service, and benchmarking our performance against industry standards. This role is responsible for aligning strategic commercial and IFS goals with operational delivery to ensure that performance targets are met. Through collaboration with internal stakeholders, this position is dedicated to achieving excellence in the onboard experience.

**Responsibilities**:

- Formulate initiatives that promote service excellence, align with strategic commercial objectives, and strive to elevate the onboard experience for the long term, extending beyond one year.
- Serve as a pivotal link between strategic objectives, service delivery and operational execution, working closely with Cabin Experience, Product, Market Research, Cabin Design, and ECX teams to seamlessly integrate and execute our vision.
- Partner with the Manager, Cabin Experience to develop an elevated onboard experience strategy, employing techniques such as service levels blueprinting, dynamic concept creation, service mock ups and crew delivery toolkits.
- Collaborate with internal stakeholders for the introduction of new products, such as dishware, amenities, service tools, new seats, and aircraft features. Lead trials, conduct risk assessments, and define the service blueprint to ensure a successful handoff to the Cabin Experience team.
- Determine the requirements for technology pertaining to onboard product and service innovation tools to deliver a personalized customer experience and improve onboard Experience.
- Act as the primary advocate for our customers' needs and preferences, analyze customer feedback through various channels, including surveys, focus groups, and ECX reports, to identify areas for improvement and implement customer-centric enhancements.
- Develop compelling business case proposals for service/product enhancements and new tools, leveraging data and thorough analysis.
- Conduct service industry benchmarking to keep abreast of trends and concepts, and to assess service delivery best practices.
- Cultivate a crew and customer-centric team, fostering continuous improvement through collaborative discussions, respecting diverse opinions, and encouraging transparent feedback.
- Leverage technology integration and data intelligence to gain insights into the onboard experience, driving enhancements in our service offerings.
- Collaborate with the Research team and training teams to create a trend analysis, guiding the development of crew service training. Emphasize soft skills and target areas that significantly drive customer satisfaction.
- Tackle crew delivery challenges as part of future onboard experience design activities.
- Facilitate crew focus groups to enhance the onboard experience.

**Qualifications**
- Minimum of 5 years' experience in the airline and/or similar aircraft programs role is required.
- Strong understanding of flight attendants flight safety and operating environments.
- Proficient in MS Office suite, SharePoint, and other IFS systems.
- Proven experience in learning design and training implementation.
- Proven knowledge of aircraft types, galley loading and service equipment.
- Able to articulate guest experiences needs into clear processes and practices.
- Excellent communication, negotiation, analytical and problem-solving skills required.
- Proven leadership qualities, credibility, and strong sense of initiative.
- Excellent interpersonal skills and demonstrated ability to work effectively in team environment.
- Excellent ability to communicate in both verbal and written formats for presentation, analytical and report generation purposes.
- Solid work ethic, high degree of energy and dedication.
- Strong leadership, people management and coaching / mentoring skills.
- Demonstrated organization skills to handle multiple projects, ability to shift priorities and work under pressure.
- Ability to deliver work quality in a fast-paced environment.
- Enthusiastic to tackle business challenges and identify new opportunities for improvement.

**Working Conditions**:

- The role requires a high degree of thinking environment and challenge, as it involves solving complex problems, challenging the status quo, adopting new perspective.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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