Director, Customer Experience and Development

Director, Customer Experience and Development

Job details

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Job type

- Full-time

Location

Toronto, ON

Full job description

Are you a results-oriented leader with a vision for transforming the travel experience? We’re committed to becoming one of the most advanced, sustainable, and passenger-friendly airports in the world – and we need your help. This is your chance to play an essential role: building the story of Pearson’s transformation and engaging meaningfully with a range of critical partners to build trust and support for organizational mandates and priorities.

As the Director, Customer Experience and Development, you'll play a pivotal role in shaping the future of Toronto Pearson.





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'll collaborate with government agencies, airlines, and airport stakeholders to enhance the passenger journey, streamline processes, and create a world-class travel experience.

As Director, Customer Experience and Development, you will:

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






- Lead a team of dedicated professionals to achieve exceptional results
- Model the GTAA leadership behaviors to support and further the business’ vision through building and development of diverse, multi-skilled team

This is a chance to be on the frontline of history at Toronto Pearson. To do so, you will bring:

- Post-secondary degree in business, aviation management, marketing, or a related field
- 7 years’ experience in an airport environment or similar, serving a large and complex customer base
- 5 years of experience in People Management (direct report or cross-functional)
- 5 years’ experience in contract management and Customer Service Relationship Management
- Ability to obtain and retain Transportation Security Clearance






- A passion for delivering exceptional customer experiences

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

- Proven relationship management skills with internal and external partners
- Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, and with external partners
- Solid business acumen and business improvement mindset to solution immediate issues
- Excellent communication skills to effectively reach a broad audience of internal and external customers, and other key partners
- Demonstrated interpersonal and problem-solving skills with the ability to learn and adapt quickly
- Ability to successful manage under pressure and respond to critical and or changing priorities






- Strong decision-making skills and a sense of urgency to deliver operational excellence
- Excellent proficiency with MS Office suite (Word, Excel, Outlook, Access and PowerPoint)

At Toronto Pearson our future is unlimited because we are building it. Our work is not just about building the foundation for the airport of tomorrow but the way to create careers in a cutting-edge work environment. Be a part of this once-in-a-lifetime chance to build our legacy.

Let’s do this together!

▶️ Director, Customer Experience and Development
🖊️ Greater Toronto Airports Authority
📍 Toronto