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Added 15 mins ago
EL
ELYSIS – Directeur(trice), Ressources humaines et Communications / Director, Human Resources & Communications
ELYSIS LP
Montreal, QC
- Full-time
…ELYSIS), situé à Arvida. Présentement, ELYSIS supporte son premier client pour les phases de préparation aux démarrages de cuves et à leur…
Added 15 mins ago
MN
Client Data Analyst II
Mosaic North America
Toronto, ON
- Full-time
The Client Data Analyst II (analyst) position is responsible for partnering with our clients and teams to drive their initiatives with strategy, analytics and actionable insights,…
Added 15 mins ago
MN
Client Data Analyst II
Mosaic North America
Mississauga, ON
- Full-time
The Client Data Analyst II (analyst) position is responsible for partnering with our clients and teams to drive their initiatives with strategy, analytics and actionable insights,…
Added 15 mins ago
MN
Analytics and Insights Analyst (CPG)
Mosaic North America
Mississauga, ON
- Full-time
Partner with business teams to deliver high-quality analytical support aligned with client KPIs and strategies .
Added 15 mins ago
K
Assistant Store Manager - Halifax Shopping Centre
Knix
Halifax, NS
- Full-time
…the performance driving force of your location. You are a key partner in owning the business, driving high-stakes results through on-floor leadership and a culture of radical…
Added 15 mins ago
C&
Adjoint·e juridique, Litige /Legal Assistant, Litigation
Clyde & Co
Montreal, QC
- Full-time
…pratique, organiserez et tiendrez à jours les dossiers des client·e·s, en plus de tenir la gestion de l’agenda et des contacts avec la…
Added 15 mins ago
Director, Product Taxation
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
The successful candidate will partner closely with business leaders and cross-functional teams across Product, Distribution, Legal, Compliance, Tax, Actuarial, and Financial Underwriting…
Added 15 mins ago
Director, Client Relationships Eastern Canada
The Canada Life Assurance Company
Halifax, NS · London, ON · Toronto, ON
Acting as a senior leader and trusted partner, you will collaborate closely with Workplace Retirement & Savings partners and key stakeholders to strengthen client relationships, support…
Added 29 mins ago
BT
Senior Manager
Baker Tilly Canada
Walkerton, ON
- Full-time
Build and manage client relationships at a senior level and identify client service opportunities
Added 29 mins ago
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Senior Technical Lead - Remediation
AECOM
Halifax, NS
- $120,000 to $145,000 CAD / year
- Full-time
Serve as the primary client liaison, ensuring strong relationships and high client satisfaction.
Added 44 mins ago
WI
Director, Geotechnical Engineering Prairies & North
WSP in Canada
Saskatoon, SK
- Full-time
Strong client relationship and business development capabilities, with knowledge of the Prairies & North market and a track record of supporting strategic pursuits and sustainable business…
Added 44 mins ago
WI
Director, Geotechnical Engineering Prairies & North
WSP in Canada
AB · Edmonton, AB
- Full-time
Strong client relationship and business development capabilities, with knowledge of the Prairies & North market and a track record of supporting strategic pursuits and sustainable business…
Added 44 mins ago
RH
Director of Operations
RNS Health Care Services Inc.
Aurora, ON
- Full-time
Partner with the People & Culture Leader to develop processes on recruitment, retention, employee engagement, succession planning, leadership development, and talent management.
Added 1 hour ago
H
Senior Finance Business partner
Hays
Montreal, QC
- $115,000 to $145,000 CAD / year
- Full-time
Our client, a growing organization operating in a manufacturing and distribution environment, is seeking a Finance Business Partner to support leadership and operational teams in achieving…
Added 1 hour ago
T
Manager, Network Service Delivery
TD
London, ON · Mississauga, ON · Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 1 hour ago
Director, Client Relationships Western Canada
The Canada Life Assurance Company
Calgary, AB · Vancouver, BC · Winnipeg, MB
Acting as a senior leader and trusted partner, you will collaborate closely with Workplace Retirement & Savings partners and key stakeholders to strengthen client relationships, support…
Added 1 hour ago
NB
Business Development Manager National Bank Insurance
National Bank of Canada
Montreal, QC
- Full-time
A career as a Business Development Manager within the National Bank Insurance Distribution team means acting as a strategic partner to support the growth of our various distribution…
Added 1 hour ago
NB
Director CIB Business Management
National Bank of Canada
Calgary, AB
- Full-time
As Director, Corporate & Investment Banking (CIB) Business Management within National Bank of Canada Capital Markets’ CIB group, you will be a senior partner to CIB leadership, responsible…
Added 1 hour ago
LH
Program Manager, WSIB Programs, Ontario
Lifemark Health Group
Toronto, ON
- $100,000 to $120,000 CAD / year
- Full-time
Location: This role will be hybrid based out of Ontario and will involve travel to our locations and client sites.
Added 1 hour ago
SQ
Bilingual Financial Services Consultant, Client Relationship Team
Sunlife Québec
Montreal, QC
- Full-time
…financial security and live healthier lives. As a member of our Client Relationship team, you will support Sun Life clients with their wealth management needs. Your objective is to provide…
Added 1 hour ago
ES
Acheteur(euse) de catégorie - Montréal | Category Buyer - Montreal
Equans Services Canada & US
Montreal, QC
- Full-time
Work with the business development team during submissions;
Added 1 hour ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Vancouver, BC
- Full-time
…You will be expected to support project proposals and some business development…
Added 1 hour ago
O
Associate Production Support Specialist
OpenText
Waterloo, ON
- Full-time
…culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape…
Added 1 hour ago
SC
Manager, Media planning
Starcom Canada
Toronto, ON
- $70,000 to $80,000 CAD / year
- Full-time
…connection solutions across a variety of media to meet or exceed client objectives & drive…
Added 1 hour ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Calgary, AB
- Full-time
…You will be expected to support project proposals and some business development…

Greater Toronto Airports Authority

Senior Representative, CX Strategy Activation

Toronto, ON, L5P 1B2, Canada

This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week. · Full-time

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Job details

Pay: This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week.
Job type: Full-time
Posting language: English
Posted: Oct 14, 2026

Original job description

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers - all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What’s in it for you!

As a GTAA employee, you will have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance program (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Customer Experience and Insights, you will activate Toronto Pearson’s customer experience strategy by embedding customer-centric practices, programs and governance across the organization. You will use passenger insights, benchmarking and strong stakeholder partnerships to advance continuous improvement, strengthen service culture and improve the traveller experience.

As Senior Representative, CX Strategy Activation, you will:

Build strong relationships across Commercial, Stakeholder Relations and Communications, Legal, Terminal Operations, Customer Development, ADTS and external partners to support a customer-centric culture.
Advocate for passengers by driving adoption of the customer experience strategy, service behaviours, passenger personas and journey maps.
Develop continuous improvement strategies from passenger insights and support new or enhanced customer experience programs and resources.
Support customer experience governance forums, working groups and councils, including materials, action plans, trackers and senior-leader reporting.
Partner with business units to address issues identified through PAX and ASQ results and monitor progress against agreed actions.
Support the Customer Experience Champions program, service behaviour training, recognition initiatives and partner engagement activities.
Manage tenders, requests for proposals, service contracts and vendor relationships for program enablers, research, technology, marketing and staffing support.
Monitor supplier performance and brand compliance, address issues and recommend corrective action when required.
Lead special projects and cross-functional teams addressing systemic customer experience challenges, using research, root-cause analysis and stakeholder engagement.

This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week. As part of the recruitment process, candidates may be required to complete an assessment.

This is the role for you, if you have:

A minimum of five years of experience in customer service, relationship management or client engagement; airport or airline customer service experience is an asset.
Experience working in multi-client or multi-stakeholder environments.
Experience developing and implementing programs, activating initiatives or improving processes.
Experience managing and implementing work plans, projects and competing priorities.
Experience with contract management, including monitoring vendor or supplier performance and working with multiple stakeholders, is preferred.
Demonstrated professional and business writing experience.
Knowledge of broader airport operations and how airlines, agencies and key partners contribute to the passenger experience.
Experience in customer service program development, project management, operations or customer service.
Post-secondary degree or diploma in business, customer service, marketing, research, hospitality, communications or a related field.
Ability to obtain and retain Transportation Security Clearance.

Knowledge and skills you bring, that set you up for success:

Ability to interpret passenger feedback and survey data, identify root causes and translate findings into actionable improvements.
Knowledge of customer experience benchmarking, performance indicators and programs such as ACI ASQ, Skytrax and PAX.
Strong project and program planning skills, with the ability to deliver against deadlines and objectives in a dynamic environment.
Strong stakeholder management, facilitation, presentation, negotiation and conflict-resolution skills, using diplomacy and tact.
Ability to distill complex information and clearly articulate the value of customer experience initiatives to varied audiences.
Strong organizational skills, attention to detail and the ability to manage conflicting priorities without compromising execution.
Creative, data-informed thinking and the initiative to challenge the status quo and develop innovative programming and training.
Ability to manage vendors, contracted resources, budgets, timelines and service expectations.
Proficiency in Microsoft Outlook, Word, PowerPoint and Excel.
An unrelenting commitment to the passenger experience and to maintaining confidentiality when handling sensitive information.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.

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More about this job

Responsibilities

The Senior Representative will activate the customer experience strategy by embedding customer-centric practices and governance across the organization. They will also manage vendor relationships, lead cross-functional projects, and use passenger insights to drive continuous service improvements.

Requirements

Candidates must have at least five years of experience in customer service, relationship management, or client engagement. A post-secondary degree or diploma in a relevant field is required, along with the ability to obtain Transportation Security Clearance.

Skills

Customer experience strategy
Relationship management
Project management
Stakeholder management
Data analysis
Contract management
Vendor management
Process improvement
Business writing
Facilitation
Presentation skills
Negotiation
Conflict resolution
Root-cause analysis
Performance benchmarking

Benefits

Retirement planning
Comprehensive group health benefits
Employee assistance program
Paid leave
Education and training
Recognition and rewards programs

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Strategy Activation
Airport Operations
Stakeholder Relations
Passenger Insights
Benchmarking
ACI ASQ
Skytrax
PAX
Contract Management
Vendor Management
Project Management
Root-cause Analysis
Service Culture
Governance
Microsoft Office
Data-informed Thinking
Customer Development
Transportation Security Clearance
Aviation

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