Airport Experience Strategist

1 month ago

Old Toronto, Canada Toronto Pearson International Full time
Director, Customer Experience and Development

Transforming the travel experience is a top priority at Toronto Pearson International. We're seeking a results-driven leader to play a pivotal role in shaping the future of our airport. As the Director, Customer Experience and Development, you'll oversee the development and implementation of our customer experience strategy, collaborating with government agencies, airlines, and airport stakeholders to enhance the passenger journey.

Key Responsibilities:

  1. Develop and execute a comprehensive customer experience strategy that aligns with Toronto Pearson's overall vision.
  2. Lead and manage passenger research and insights to inform decision-making and drive continuous improvement.
  3. Oversee passenger accessibility initiatives to ensure a seamless and inclusive experience for all travellers.
  4. Foster strong relationships with government agencies and advocate for Toronto Pearson's interests.
  5. Implement innovative technologies and tools to enhance the passenger experience.
  6. Manage the development and delivery of airport amenities and services.
  7. Lead a team of dedicated professionals to achieve exceptional results.

Requirements:

  1. Post-secondary degree in business, aviation management, marketing, or a related field.
  2. 7 years' experience in an airport environment or similar, serving a large and complex customer base.
  3. 5 years of experience in People Management (direct report or cross-functional).
  4. 5 years' experience in contract management and Customer Service Relationship Management.
  5. Ability to obtain and retain Transportation Security Clearance.
  6. A passion for delivering exceptional customer experiences.

At Toronto Pearson International, we value a wide range of experience. Consider this role if you have:

  1. Proven relationship management skills with internal and external partners.
  2. Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, and with external partners.
  3. Solid business acumen and business improvement mindset to solution immediate issues.
  4. Excellent communication skills to effectively reach a broad audience of internal and external customers, and other key partners.
  5. Demonstrated interpersonal and problem-solving skills with the ability to learn and adapt quickly.
  6. Ability to successfully manage under pressure and respond to critical and/or changing priorities.
  7. Strong decision-making skills and a sense of urgency to deliver operational excellence.
  8. Excellent proficiency with MS Office suite (Word, Excel, Outlook, Access and Power Point).

We're committed to building a diverse, inclusive, and collaborative work environment that fosters innovation and excellence. If you're a results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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