Specialist, Product and Service

Reference Number : 826

Status : Permanent - Full-time

Annual Salary / Hourly Rate : $77 112 - $95 256

Number of positions to be filled : 1

Application Deadline : 06/03/2025

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.

The Product and Service team is responsible for designing and managing the passenger experience throughout the customer journey with an emphasis on board trains and in station (including food and beverage and tourism/travel experiences), optimizing VIA Rail’s offering with a customer and revenue/cost focused mindset.

The team works in close collaboration with other departments to plan and implement continuous enhancements, ensuring that we understand customer expectations and anticipate their preferences & needs, supported by customer and market research.

The Specialist, Product and Service Design will manage and develop all aspects of product and service for the Long Distance and Regional routes, ensuring we meet the needs of our passengers and are aligned with corporate strategic direction, and across all network services.

**Responsibilities**:
Design products and services in alignment with the Customer Journey strategy, and in collaboration with internal and external partners
- Collaborate with internal and external partners to conduct and analyse market research to identify customer needs, development opportunities, industry trends and competitive landscape;
- Work with cross-functional teams and suppliers to design new or enhanced services and products, including food and beverage offerings, ensuring alignment and feasibility of concepts;
- Create detailed specifications and requirements based on research and stakeholder inputs;
- Lead or support the development of business cases, product briefs and financial assessments as required: analyze product and service options, including costs, pricing, and profit ratios. Negotiate and work with suppliers and the procurement department to source and/or develop the various component options.

Manage products and services. Monitor to ensure that products and services meet quality standards and performance metrics
- Track and analyze performance metrics. Collect customer and employee feedback. Use data-driven insights to adjust or improve products or services;
- Meet with front line employees, managers, and suppliers to obtain feedback, identify needs, and ensure brand alignment. Travel on board to gather first-hand feedback. Ensure follow-up on employee adoption of service and product changes. Implement feedback loops to continuously monitor and improve, recommend and development enhancements or corrective actions;
- Liaise with QA personnel to monitor customer satisfaction and product quality reports.

Develop and launch products and services:

- Lead end-to-end development process for new or modified products and services
- Work with front line managers and employees to ensure operational feasibility. Plan and oversee testing and iteration phases to refine processes, services, products (food and non-food), based on feedback and performance metrics;
- Collaborate with stakeholders to implement based on approved cases, briefs or assessments and approved testing results. Define scope of work. Develop and manage timelines and milestones to ensure timely launch;
- Facilitate planning for training and change management requirements. Create and/or update all instructional materials.

Lead internal and external communications as it relates to products and services
- Develop menus and other promotional and collateral materials in collaboration with contracted marketing firm and internal Marketing Communications. Adhere to VIA’s branding standards. Ensure all onboard paper and electronic documentation meets accessibility requirements;
- Communicate product and service changes internally. Provide regular updates to stakeholder departments, including Customer Experience (frontline) team. Share rationale behind product and service changes to ensure engagement and successful implementation. Issue internal bulletins for front line employees.

Lead or support various corporate projects related to Product and Service
- Support VIA’s corporate objectives by collaborating with team colleagues and other departments by leading or supporting the development and implementation of specific projects.

**Requirements**:

- Degree in Marketing, Tourism or related field;
- Minimum 5-8 years of meaningful experience in tourism, hospitality and/or customer experience development and management;
- Passion for customer service considered essential;
- Must be available to travel, specifically to Toronto, Winnipeg and Vancouver (approximately 20-30%);
- Proficiency with Microsoft Suite, as