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Added 8 mins ago
Truck Driver Job Fair
Diabetes Canada / National Diabetes Trust
Newmarket, ON
Each year, the program diverts more than 100 million pounds of clothing and household items from landfill sites across Canada. As an employee on the National Diabetes Trust team, you are…
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U-Haul Moving Center General Manager
U-Haul
Oshawa, ON
- Full-time
…to manage one of our moving and storage centers. As General Manager you will be responsible for keeping your center profitable and efficient by hiring effective staff, keeping track of…
Added 8 mins ago
Project Safety Manager
Turner Construction
Toronto, ON
Develop and enforce project Safety Program and related policies and procedures.
Added 8 mins ago
FO
Carpenter
First Onsite - CA
Edmonton, AB
- Full-time
Enrolled in or completion of a carpenter apprenticeship program, an asset
Added 8 mins ago
Site Superintendent (Construction) - Nights
PACT
ON · Mississauga, Ontario
…Partners. Together, we are delivering Accelerator, a major program of Pearson LIFT (Long-term Investment in Facilities and Terminals), Toronto Pearson's infrastructure development plan.…
Added 8 mins ago
GS
PT Residential Shift Supervisor- Martha House
Good Shepherd Centres
Hamilton, ON
- $28.55 to $34.03 CAD / hour
- Part-time
The Residential Shift Supervisor will provide the Case Manager, Housing Case Manager and Child and Youth Facilitator employees with mentorship, support and coordination related to shift…
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Technician 2
Sunbelt Rentals, Inc.
Richmond, BC
- Full-time
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JR Automation
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- Full-time
The individual will be expected to act as Project Manager on projects/initiatives related to SAP or relevant applications through their entire lifecycle, including estimating resource…
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The Solution Engineering Manager (SEM) is the Technical Bid / Project manager for the Engineering organization. They provide the principle engineering delivery leadership, direction,…
Added 23 mins ago
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The Canada Life Assurance Company
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- Full-time
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Responsable du Marketing / Marketing Manager
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Montreal, QC · Four Seasons Montreal
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Project Coordinator
Victor Energy
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…Coordinator will be responsible for supporting the Project Manager by interfacing with applicable team members to deliver assigned projects. This role is responsible to continuously…
Added 38 mins ago
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Team Manager Insurance Operations
Fidelity Canada
Mississauga, ON
- Full-time
The Team Manager, Insurance Operations is responsible for establishing and leading Fidelity Wealth's Insurance Operations function. This is a foundational leadership role accountable for…
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Project Coordinator (Civil Construction)
Maple Reinders
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- $70,000 to $90,000 CAD / year
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Wilfrid Laurier University
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Branch Manager - Office 1699
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Registered Practical Nurse - Emergency Department
Brant Community Healthcare System
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Added 38 mins ago
BC
Registered Practical Nurse - Emergency Department
Brant Community Healthcare System
Brantford, ON
- Full-time
Employee Wellness Matters – Peer Support Team, Wellness Committee, Free, confidential Employee Assistance Program (EAP) for employees and their families.
Added 38 mins ago
BC
Registered Practical Nurse - Cardiology/Telemetry
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Manager, Medical Cardiology, the successful applicant will be responsible for comprehensive nursing care in the Medical Cardiology program and must meet the following…

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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