What can you expect from this position?Reporting to the Associate Director, Passenger Programs and Experience, the Manager, Customer Experience Strategy will play a pivotal role in bringing Toronto Pearson's Customer Experience Vision, "putting the joy back into travel," to life. As an advocate for the passenger, you will shape the standard for experience at Toronto Pearson, lead strategic initiatives, build alignment across a complex airport community and create the programs and accountability needed to deliver a more seamless, consistent and memorable journey for millions of passengers.
As a Manager, Customer Experience Strategy, you will:- Champion Toronto Pearson's Customer Experience Strategy, acting as a key ambassador for the vision and driving understanding, alignment and action across the organization and broader airport community
- Lead execution and ongoing evolution of Toronto Pearson's Customer Experience Strategy and Roadmap, translating strategic priorities into actionable programs, pilots and initiatives that deliver measurable improvements to the passenger experience
- Build alignment across the Toronto Pearson community, leading CX councils and collaborating with internal teams, airlines, agencies, partners and external consultants to build shared priorities and deliver a cohesive end-to-end experience
- Evolve the Toronto Pearson Service Behaviours program, including training and service-level expectations to drive a consistent and exceptional experience across the travel journey
- Drive a culture of customer-centricity by leading employee engagement, recognition and rewards programs that celebrate exceptional service, reinforce the Service Behaviours and inspire employees and partners to put passengers at the heart of everything they do
- Strengthen service quality and accountability by embedding customer experience standards into airport-wide audit programs, using results to proactively address performance gaps and elevate the passenger experience
- Embed the customer experience strategy into major airport transformation programs by collaborating with internal teams, design partners, consultants, and airport stakeholders.
- Partner with Analytics teams to strengthen customer experience measurement, understand passenger sentiment, and ensure feedback is translated into timely action.
- Establish reporting frameworks, metrics, and tracking tools that communicate progress, identify risks and opportunities, and support informed leadership decisions.
- Manage the Customer Experience Strategy budget and coach, mentor, and develop team members to deliver high-quality, measurable results.
This is the role for you, if you have: - A post-secondary diploma in Aviation Management, Business Administration, Marketing, or a related field; a related degree or MBA is considered an asset.
- At least five years of experience in an airport or similarly complex environment serving a large and diverse customer base.
- At least seven years of experience navigating complex stakeholder environments and delivering tangible business or service outcomes.
- At least five years of people leadership experience, preferably within a matrixed or multi-operational organization.
- Proven experience developing or delivering customer experience, service improvement, or other complex programs.
- Strong project management capabilities, with a track record of delivering complex initiatives on time and within budget; a PMP designation is considered an asset.
- Demonstrated ability to influence, collaborate, and negotiate across functions and with external stakeholders, including in a unionized environment.
- Strong business acumen and a continuous-improvement mindset, with the ability to identify trends, recommend solutions, and implement corrective actions.
- Excellent communication, presentation, relationship-management, and organizational skills, including the ability to communicate complex information to audiences at all levels.
- Lean or Six Sigma certification and knowledge of project management technologies are considered assets.
- Ability to obtain and retain Transportation Security Clearance.
This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.
