CX Strategy Activation Lead - Hybrid Toronto

Greater Toronto Airports Authority; Toronto; Hybrid; CAD 54,000 - 77,000; Full time

Benefits offered by this job

Retirement benefits

Health benefits

Employee assistance program (EAP)

Paid leave

Education & training

Recognition programs

Job summary

Greater Toronto Airports Authority in Toronto, Ontario, seeks a Senior Representative, CX Strategy Activation, to embed customer-centric practices across the organization. Reporting to the Manager, Customer Experience and Insights, you will drive passenger-focused initiatives using insights, benchmarks and stakeholder partnerships to improve the traveller experience.

You will lead cross-functional teams, manage vendor relationships and support governance forums, with an emphasis on continuous

Qualifications

• Minimum of five years of experience in customer service, relationship management or client engagement; airport or airline customer service experience is an asset.
• Experience 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.
• Knowledge of contract management and vendor performance is preferred.
• Strong business writing experience.

Responsibilities

• Build relationships across Commercial, Stakeholder Relations and Communications to support a customer-centric culture.
• Advocate for passengers by driving adoption of the customer experience strategy and journey maps.
• Develop continuous improvement strategies from passenger insights and support CX programs.
• Support CX governance forums, action plans, trackers and senior-leader reporting.
• Partner with business units to address issues from passenger feedback and monitor progress.
• Lead special projects and cross-functional teams addressing CX challenges using research and stakeholder engagement.

Skills

Customer service

Relationship management

Client engagement

Stakeholder management

Communication

Education

Post-secondary degree or diploma in business, customer service, marketing, research, hospitality, communications or related field

Tools

Microsoft Office

Job description

Greater Toronto Airports Authority in Toronto, Ontario, seeks a Senior Representative, CX Strategy Activation, to embed customer-centric practices across the organization. Reporting to the Manager, Customer Experience and Insights, you will drive passenger-focused initiatives using insights, benchmarks and stakeholder partnerships to improve the traveller experience.

You will lead cross-functional teams, manage vendor relationships and support governance forums, with an emphasis on continuous