Airports Customer Experience Transformation Leader

1 week ago

Old Toronto, Canada Toronto Pearson International Full time
Transforming the Travel Experience at Toronto Pearson

We are committed to becoming one of the most advanced, sustainable, and passenger-friendly airports in the world. As a key player in this transformation, you will play an essential role in building the story of Pearson's future and engaging with critical partners to build trust and support for organizational mandates and priorities.

This is your chance to shape the future of Toronto Pearson as the Director, Customer Experience and Development. Reporting directly to the Executive Director, Customer Experience and Airline Relations, you will oversee the development and implementation of Toronto Pearson's customer experience strategy. You will collaborate with government agencies, airlines, and airport stakeholders to enhance the passenger journey, streamline processes, and create a world-class travel experience.

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.

This is a once-in-a-lifetime opportunity to be part of Toronto Pearson's legacy. We are looking for a seasoned professional with a passion for delivering exceptional customer experiences.

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