What can you expect from this position?Reporting to the Associate Director, Passenger Programs and Experience, the Manager, Experience Development drives transformation of the passenger journey by embedding customer experience principles across Toronto Pearson's physical and digital environments. The role brings our Concept of Experience to life by translating its vision into integrated, intuitive and distinctly Toronto Pearson experiences. By leveraging emerging technologies and experience-led solutions, the Manager reduces friction, responds to evolving passenger needs and advances customer experience and commercial objectives. Working across the organization and with external partners, the role turns strategic priorities and customer insights into measurable outcomes.
As a Manager, Experience Development you will:- Lead cross-functional initiatives that reduce customer friction and improve critical moments across the end-to-end passenger journey.
- Champion the customer perspective, using insights and evidence-based recommendations to influence priorities, investment decisions and business outcomes.
- Apply human-centered design to uncover passenger needs, behaviours and pain points, translating insights into innovative physical and digital solutions.
- Develop and maintain customer journey maps, identifying opportunities for experience improvement, technology enablement, commercial value and digital experience solutions.
- Translate customer experience and commercial strategies into action, defining clear problem statements, business requirements, use cases, user stories and success measures.
- Shape the passenger experience technology roadmap in partnership with IT Product Management, balancing customer impact, commercial value, operational needs and technical feasibility.
- Embed customer experience principles across physical and digital touchpoints, including terminal infrastructure and passenger-facing technology.
- Identify emerging opportunities by leveraging customer research, satisfaction and operational data, analytics, benchmarking and trends across CX, digital, loyalty and retail.
- Build compelling business cases for experience and commercial initiatives, articulating customer impact, revenue potential, costs, risks and measurable business value.
- Bring diverse stakeholders together across operations, commercial, IT, facilities, planning, marketing and external partners to align priorities and successfully delivery programs.
- Lead customer experience initiatives from research and concept to development through implementation and performance measurement.
This is the role for you, if you have: - Post-secondary education in business management, aviation management, information technology, marketing or a related discipline.
- At least five years of experience in an airport or similarly complex environment serving a large and diverse customer base.
- At least five years of experience navigating complex stakeholder environments and delivering tangible results.
- At least five years of people-management experience, preferably within a matrixed organization or an environment involving multiple operational functions.
- Experience with human-centered design or service design principles.
- Experience supporting the development and delivery of programs from concept through implementation.
- Demonstrated experience translating customer needs and strategic priorities into technology-enabled programs, products or services.
- Strong relationship-management skills, with the ability to influence, collaborate and negotiate across functions and with external stakeholders.
- Excellent communication and diplomacy skills, with the ability to engage a broad range of internal and external audiences.
- Strong business acumen, sound decision-making skills and a business-improvement mindset.
- The ability to manage pressure, changing priorities and complex projects while maintaining a strong focus on delivery.
- Proficiency with Microsoft Word, Excel, Outlook and PowerPoint.
- A valid Ontario G driver's licence and the ability to obtain and retain a Transportation Security Clearance.
- Experience with technology programs, customer research, innovation, human-centred design or user-experience design, which would be considered an asset.
- A Project Management Professional designation or experience working with airline, government agency, passenger and retail processes, which would also be considered an asset.
- Ability to obtain and retain Transportation Security Clearance.
This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.
