Director, Customer Experience

Flyyeg; Calgary; Hybrid; CAD 140,000 - 180,000; Full time

Benefits offered by this job

Salary competitive

Comprehensive benefits

Pension plan

Unlimited travel perks

Job summary

Flair Airlines is seeking a Director, Customer Experience to lead the end‑to‑end strategy across pre‑travel, travel and post‑travel touchpoints, overseeing contact centres and self‑service platforms, while aligning with regulatory requirements. You will direct vendor management, optimize digital channels, monitor performance, and drive service improvements.

Collaboration with Commercial, Operations, Digital and Finance will be essential to balance customer outcomes with cost objectives.

Qualifications

• Proven experience leading customer experience teams and multi-channel operations.
• Experience managing third‑party vendors and service partners.
• Strong analytical skills with data‑driven decision making.

Responsibilities

• Lead the customer experience strategy across pre‑travel, travel and post‑travel touchpoints.
• Oversee contact centres, digital channels and self‑service platforms; ensure SLAs and quality standards.
• Manage vendors, monitor performance, and optimize cost and customer outcomes.
• Collaborate with Commercial, Operations, Digital and Finance to drive CX improvements.
• Develop and mentor CX leaders and teams to deliver measurable results.

Skills

Leadership

Customer Experience

Vendor Management

Data Analytics

Cross-functional Leadership

Strategic Planning

Education

Bachelor's degree in Business Administration or related field

Master's degree (preferred)

Tools

CRM systems

Operational dashboards

Vendor contract management

Job description

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach.

Your Team:

Join Flair’s Customer Experience team, where service delivery and digital solutions shape the experience across every stage of the journey. Reporting to the Vice President, Customer Experience, the Director, Customer Experience is responsible for the strategic direction and performance of the end‑to‑end customer experience across all service channels. This includes oversight of contact center operations, self‑service platforms, and third‑party service partners.

The Director provides leadership across multiple areas of Customer Experience, with accountability for service quality, vendor’s performance, cost management, and customer satisfaction. This role leads initiatives to improve customer journey, reduce contact demand through digital solutions, strengthen channel effectiveness, and support revenue‑generating programs while ensuring alignment with regulatory requirements and organizational priorities.

This is a full‑time, on‑site position that can be based at our office in Calgary (YYC), Vancouver, BC (YVR), or Toronto (YYZ).

A Day in the Life:

• Develop and implement the customer experience strategy across pre‑travel, travel, and post‑travel touchpoints.
• Establish customer experience standards and performance expectations across contact centres, digital channels, and self‑service platforms.
• Monitor customer experience performance and use customer data, feedback, service metrics, and contact trends to identify priorities and areas for improvement.
• Identify and address recurring customer pain points that impact the overall customer journey.
• Provide leadership and oversight of contact centre operations and third‑party customer support partners.
• Establish and monitor service levels, quality standards, vendor performance, customer outcomes, and costs.
• Ensure contact centre capacity and resources are aligned with customer demand and operational requirements.
• Address vendor performance concerns and ensure required actions and improvements are completed.
• Lead the continued improvement of digital and self‑service channels to simplify the customer journey and reduce unnecessary customer contact.
• Partner with Digital to prioritize customer‑facing improvements based on contact drivers, customer feedback, and service needs.
• Monitor self‑service adoption and identify opportunities to improve channel effectiveness.
• Oversee customer escalation and service recovery processes, ensuring significant and recurring concerns are appropriately addressed.
• Ensure customer service processes and practices comply with applicable regulatory and consumer protection requirements.
• Work with internal teams to address issues requiring changes to customer processes, policies, or service delivery.
• Lead and develop Customer Experience leaders and teams, establishing clear priorities, expectations, and accountability.
• Work with Commercial, Operations, Digital, Finance, and other teams on customer experience priorities and improvements.
• Provide senior leadership with reporting and recommendations on customer experience performance, risks, and priorities.
• Perform other duties and responsibilities as assigned.

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values: honesty, efficiency, accountability, and respect, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Diploma or degree in Business Administration, Customer Service, Hospitality, Aviation Management, or a related field is preferred.
  • An equivalent combination of education and relevant experience will be considered.
• Experience:
  • Minimum of 7–10 years of progressive experience in customer experience, contact center operations, customer support, or related customer‑facing functions within a multi‑channel environment.
  • Minimum of 5 years of leadership experience, including experience leading managers and customer‑facing teams.
  • Experience overseeing multiple customer experience functions, including contact centers, digital channels, and self‑service platforms.
  • Experience managing third‑party vendors and outsourced contact center partners, including service levels, performance, quality, costs, and contract requirements.
  • Experience developing and implementing customer experience strategies and service improvements across multiple customer touchpoints.
  • Experience using customer data, service metrics, feedback, and performance trends to identify and implement improvements.
  • Experience leading digital and self‑service improvements, automation, and channel optimization to reduce customer contact and improve service delivery.
  • Experience working within the airline, travel, transportation, or another regulated industry is preferred.
• Core Competencies:
  • Strong leadership skills with the ability to lead and develop Customer Experience leaders and teams across multiple functions.
  • Strong understanding of customer experience, contact center operations, digital channels, self‑service, and customer service delivery.
  • Strong commercial and financial acumen with the ability to balance customer experience, operational performance, and cost objectives.
  • Strong vendor management skills with the ability to manage third‑party and outsourced service partners and address performance concerns.
  • Strong analytical skills with the ability to interpret customer data, service metrics, contact trends, and customer feedback and identify areas for improvement.
  • Strong problem‑solving and decision‑making skills with the ability to address customer, operational, and service delivery issues.
  • Strong stakeholder management skills with the ability to work effectively with senior leaders and cross‑functional teams.
  • Strong written and verbal communication skills with the ability to clearly communicate priorities, performance, and recommendations.
  • Ability to lead change and implement improvements across customer processes and service channels.
• Requirements:
  • Clear criminal record check and satisfactory references.
  • Must be legally eligible to work in Canada without restriction.

Why You’ll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well‑being—because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary– A salary that reflects your experience and contributions.
• Comprehensive Benefits – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings – A pension plan with employer‑matched contributions.
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

Your Career, Your Journey—Join Flair!

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.