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.

 

This position may be located in Montreal or Toronto.

Reporting to the Senior Director, Customer Experience Strategy and Planning, the Manager, Global Customer Experience Design will take ownership and responsibility by working closely with a number of key stakeholders across the organization to help drive and implement large cross-functional initiatives, with the sole aim of positively impacting our customer experience and customer-centric metrics.  This position will play an integral role in Air Canada’s Elevating the Customer Experience (ECX) program, representing the voice of the customer across the company.

This role will also be responsible for maintaining the company-wide list of ECX initiatives, working closely with the Manager, Customer Experience Insights to help prioritize and drive to completion those that will have the largest impact on our customers, and employees.

Responsibilities:

• Acts as the primary point of contact for key ECX initiatives, including leading large cross-functional projects across multiple branches from inception to completion
  
• Development of end-to-end business cases in support of pipeline initiatives, including receiving all required stakeholder approvals.  This includes, but is not limited to, operational type-trials to help validate ideas with customers and employees, working closely with policy design teams to ensure procedures support the customer experience, as well as getting all required financial approvals
  
• Attend project meetings on initiatives affecting the Customer Experience, but not ECX led, championing the “Voice of the Customer”
  
• Help drive the ECX roadmap on technology and training, including on biometrics and CRM solutions
  
• Assist in transforming customer recovery, including leading the implementation of a robust on-the-spot recovery tool which will provide our front-line teams the ability to turn around a negative experience pro-actively
  
• Become key point-of-contact for our customer relations teams to ensure customer compensation levels are set appropriately
  
• Work closely with front-line employees who are supporting ECX (ECXperts), leading regular stakeholder meeting to collect, review and address feedback and ideas
  
• Monitor and respond to employee feedback on all internal communication platforms (e.g., Yammer!)
  
• Work closely with Manager, Customer Experience Insights to ensure all initiatives have proper metrics in place to measure their success, and design and lead contingency plans as needed to address performance gaps
  
• Identify best industry CX practices across the airline and hospitality industry, including benchmarking
  
• Represent Air Canada on various Customer Experience working groups with joint-venture partners (e.g., A++, Air China) and attend Customer Experience board meetings as required.  Champion joint-venture CX initiatives internally.
  
• Represent Air Canada at the Star Alliance Customer Experience working group and ensure compliance with Star Alliance Customer Experience standards and principles
  
• Identify gaps in current or planned ECX processes and recommend areas where the project would benefit from additional improvements
  
• Communicate regularly and broadly across the organization, from the front line through to executive management, in order to mobilize engagement, enthusiasm, knowledge, and alignment of key initiatives
  
• Seek input, contribution, and alignment from key stakeholders from around the organization in the generation of new product ideas and proposals
  

Qualifications

• University degree or equivalent experience
  
• Knowledge of Air Canada operation, processes, and people is desirable, but not a must
  
• Deep passion for enhancing the customer experience and customer centricity
  
• Proven track record of being able to lead large cross-functional project teams with a unified voice, solving complex business issues
  
• Ability to communicate confidentially across all levels of the organization
  
• Strength and experience in CX strategy and similar projects
  
• Ability to build and manage relationships to drive results
  
• Open-minded and willing to work in unfamiliar territory to lead transformational change
  
• Ability to thrive in fast moving and highly complex environments
  
• Excellent interpersonal communication
  
• Strong and disciplined management skills
  
• Ability to travel
  
• Bilingualism an asset
  

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.