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Senior Director, Ground Customer Experience Design - 35984

Location: TORONTO, ON, Canada
Posting Start Date: Jun 27, 2024
Posting End Date: Jul 11, 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.

As the Senior Director, Ground Customer Experience Design you will be responsible for revolutionizing the way customers experience Air Canada.  As the strategic leader of this dynamic team, you will spearhead the design and enhancement of our customer experience proposition across every touchpoint, redefining what it means to deliver unparalleled customer service. Your role is to empower our colleagues, delight our customers, and ensure seamless journeys from check-in to baggage. This role is responsible for challenging the status quo and charting a course for continuous improvement and innovation across our customer experience on the ground.

This position may be located in Montreal or Toronto.


  • Lead the strategic design of the customer experience proposition, ensuring alignment with company objectives and values including collaboration across other operational branches (e.g. contact centres and inflight) and commercial functions (e.g. product and brand).
  • Develop, implement, and maintain a consistent customer proposition at all airport touchpoints, including check-in, customer service desks, boarding gates, arrivals, connections, and baggage areas. Set and then ensure that the customer journey is seamless and aligned with brand standards.
  • Lead the team in the strategic design, ensuring consistency, and compliance of the customer experience across all airport locations worldwide. Drive ongoing continuous improvement efforts to elevate the overall customer experience and ensure alignment with regulatory requirements and industry best practices.
  • Oversee development of processes and procedures to effectively support various customer segments, including accessibility, specialty and premium customers. 
  • Strategic ownership of the Concierge proposition, ensuring personalized interaction with high-premium customers.
  • Provide strategic oversight of the Customer Experience Disruption design function ensuring to anticipate, mitigate, and manage disruptions in the customer journey. Ensure that strategies are in place to address disrupted customer experiences effectively and minimize negative impacts on customer satisfaction.
  • Provide strategic oversight for the design and implementation of customer experience initiatives tailored to meet the needs of customers with accessibility requirements. Ensure that our services and facilities are inclusive and accessible, adhering to regulatory standards and best practices to provide a seamless and dignified travel experience for all customers.
  • Collaborate with the Operations Modernization team to design a roadmap for deploying and leveraging technology solutions, such as customer self-service kiosks and colleague mobility tools. Drive the adoption of technology to enhance efficiency and improve the overall customer experience.
  • Responsibility for the Airport Helpdesk function and lead initiatives to reduce call volumes through policy and process changes. Implement proactive measures to address common customer queries and streamline communication channels.
  • Lead the team in the design, consistency, compliance, and ongoing continuous improvement of the airport customer experience. Drive initiatives to elevate customer satisfaction levels and meet or exceed performance targets.
  • Engage with key stakeholders across airport operations, ECX, technology, training, and other functions to ensure alignment and collaboration in achieving customer experience goals.
  • Utilize data analysis and insights to inform decision-making processes and identify areas for improvement in the customer experience journey.


  • Bachelor's degree in Business Administration, Marketing, or related field (Master's degree preferred).
  • 10+ years of experience in customer experience management, with a focus on airport operations or related industries.
  • Proven expertise in strategic planning and execution in a customer-facing role, with a track record of successfully implementing initiatives to improve the customer experience. Must possess the ability to translate strategic vision into actionable plans that drive results.
  • Exceptional leadership skills with the ability to inspire and motivate cross-functional teams. Must demonstrate the capability to influence stakeholders at all levels of the organization and drive alignment towards common objectives.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders. Must be adept at conveying complex ideas clearly and persuasively.
  • Proficiency in data analysis and technology utilization to drive performance improvements in the customer experience journey. Ability to leverage data insights to inform decision-making processes and identify opportunities for optimization.
  • Customer-centric mindset with a strong commitment to delivering exceptional customer service, with a focus on colleague service delivery and customer satisfaction.
  • Experience in change management methodologies and practices to drive organizational change and successfully implement transformative initiatives.
  • Demonstrated experience in process optimization and continuous improvement methodologies such as Lean Six Sigma. 
  • A forward-thinking mindset with a passion for innovation and technology. A willingness to challenge the status quo and explore new ideas to drive continuous improvement in the customer experience.
  • Understanding of regulatory requirements and industry standards related to airport operations, particularly in areas such as safety, security, and accessibility.

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.