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Service Design Manager - Temporary - 34974

Location: TORONTO CENTRAL, ON, Canada
Posting Start Date: Feb 5, 2024
Posting End Date: Feb 12, 2024


Job Description


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.

Reporting to the Director of Customer Experience Design, the Service Design Manager applies design thinking to create solutions that improve the customer experience. On any given day, this role wears many hats and brings to bear a unique mix of skillsets, knowledge, and expertise to an equally diverse set of service design activities, and initiatives supporting ECX projects. The Service Design Manager is always curious, powered by a drive to bring about continuous improvement in the organization and feels at home with projects of varying complexities.


  • Support customer experience strategies by building project and tactical plans that align with service design objectives. 
  • Develop profiles, personas, and scenarios to understand customer needs and expectations and support service design objectives.
  • Map customer journeys that include physical, human, and technological resources required to deliver services.
  • Collaborate with SMEs, stakeholders from diverse corporate and operations branches, front-line employees, and customer groups to identify customer journey pain points, opportunities for improvement and execute on customer experience strategies. 
  • Facilitate ideation and prototyping sessions with diverse groups of employees to generate and test service concepts. 
  • Support the visualization of service concepts, give these meaning and create compelling models.  
  • Participates in the development of concepts, including the definition of customer needs, task analysis and the creation of service maps, process flows and other deliverables.
  • Coach and provide feedback to managers and customer-facing colleagues from operations branches including Airports, Contact Centres, and IFS within the context of design thinking workgroups.
  • Design services and processes that improve the customer experience.
  • Build and maintain knowledge of SOPs, systems, and service requirements for populations we support.
  • Keep apprised of trends and best practices to further service design professional practice.
  • Plan for, oversee and execute ECXperts monthly activities. 
  • Play a key role in supporting Air Canada’s alliance engagements, including STAR, A++ and Air China JV.
  • Responsible for creating maintaining and updating various materials and manuals produced to support project goals or as required outputs of ECX programs as needed.
  • Produce PowerPoint presentations, spreadsheets, graphs, and reports as required.
  • Other accountabilities as assigned.


  • Bachelor’s degree in a related field  or equivalent experience in a similar role.
  • Strong written and verbal communication skills. 
  • 3-5 years experience in  a service-oriented capacity.
  • Two years experience working in a service design, design thinking or interdisciplinary capacity.
  • Previous airline, hospitality or service industry experience is an asset.
  • Able to establish effective working relationships with internal clients and third parties.
  • Demonstrated ability to work collaboratively with others.
  • Demonstrated ability to work independently and be proactive.
  • Ability to work under pressure, assess priorities and manage strict deadlines.
  • Ability to plan, organize, coordinate, and manage diverse work assignments.
  • Highly flexible and adaptable to changing project requirements. 
  • Change management background is an asset.
  • Willingness to travel 10-15% of the time.

Working Conditions:

The position requires a regular presence in an office setting with frequent engagement in group settings.   Exposure to moderate levels of stress and fast-paced environment. This role requires frequent travelling.

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.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.