Manager, Experience Development

Toronto Pearson International Airport; Toronto; Hybrid; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid work environment

Comprehensive benefits and retirement

Learning opportunities and recognition

Job summary

Greater Toronto Airports Authority (GTAA) is seeking a Manager, Experience Development to drive the passenger journey by embedding customer experience across Toronto Pearson’s physical and digital environments. The role translates its vision into integrated, intuitive experiences, leveraging emerging technologies and human-centered design to reduce friction and improve outcomes.

Reporting to the Associate Director, Passenger Programs and Experience, you will lead cross-functional teams, build

Qualifications

• Experience in an airport or similarly complex environment with a large, diverse customer base.
• At least five years of navigating stakeholders and delivering measurable results.
• Five years of people-management within a matrixed organization.
• Experience with human-centered design or service design.
• Proven ability to translate customer needs and strategy into tech-enabled programs or services.

Responsibilities

• Lead cross-functional initiatives to reduce friction in the passenger journey.
• Champion customer perspective to influence priorities and investments.
• Apply human-centered design to uncover needs and pain points.
• Develop and maintain customer journey maps and identify improvement opportunities.
• Translate strategies into clear requirements, use cases, and success metrics.
• Shape the passenger experience technology roadmap with IT Product Management.
• Embed CX principles across physical and digital touchpoints.
• Leverage customer research, analytics, and trends to identify opportunities.
• Build business cases with customer impact and revenue potential.
• Align diverse stakeholders across operations, IT, facilities, marketing and partners.
• Lead CX initiatives from research to implementation and measurement.

Skills

Customer experience

Stakeholder management

People management

Communication

Business acumen

Project management

Education

Post-secondary education in business management or related discipline

Project Management Professional designation

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Toronto Pearson is transforming. Now’s the time for your career to fly. 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?

• An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community.
• Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non‑Registered Savings Plans).
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

What can you expect from this position?

Reporting to the Associate Director, Passenger Programs and Experience, the Manager, Experience Development drives transformation of the passenger journey by embedding customer experience principles across Toronto Pearson’s physical and digital environments. The role brings our Concept of Experience to life by translating its vision into integrated, intuitive and distinctly Toronto Pearson experiences. By leveraging emerging technologies and experience‑led solutions, the Manager reduces friction, responds to evolving passenger needs and advances customer experience and commercial objectives. Working across the organization and with external partners, the role turns strategic priorities and customer insights into measurable outcomes.

As a Manager, Experience Development you will:

• Lead cross‑functional initiatives that reduce customer friction and improve critical moments across the end‑to‑end passenger journey.
• Champion the customer perspective, using insights and evidence‑based recommendations to influence priorities, investment decisions and business outcomes.
• Apply human‑centered design to uncover passenger needs, behaviours and pain points, translating insights into innovative physical and digital solutions.
• Develop and maintain customer journey maps, identifying opportunities for experience improvement, technology enablement, commercial value and digital experience solutions.
• Translate customer experience and commercial strategies into action, defining clear problem statements, business requirements, use cases, user stories and success measures.
• Shape the passenger experience technology roadmap in partnership with IT Product Management, balancing customer impact, commercial value, operational needs and technical feasibility.
• Embed customer experience principles across physical and digital touchpoints, including terminal infrastructure and passenger‑facing technology.
• Identify emerging opportunities by leveraging customer research, satisfaction and operational data, analytics, benchmarking and trends across CX, digital, loyalty and retail.
• Build compelling business cases for experience and commercial initiatives, articulating customer impact, revenue potential, costs, risks and measurable business value.
• Bring diverse stakeholders together across operations, commercial, IT, facilities, planning, marketing and external partners to align priorities and successfully delivery programs.
• Lead customer experience initiatives from research and concept to development through implementation and performance measurement.

This is the role for you, if you have:

• Post‑secondary education in business management, aviation management, information technology, marketing or a related discipline.
• At least five years of experience in an airport or similarly complex environment serving a large and diverse customer base.
• At least five years of experience navigating complex stakeholder environments and delivering tangible results.
• At least five years of people‑management experience, preferably within a matrixed organization or an environment involving multiple operational functions.
• Experience with human‑centered design or service design principles.
• Experience supporting the development and delivery of programs from concept through implementation.
• Demonstrated experience translating customer needs and strategic priorities into technology‑enabled programs, products or services.
• Strong relationship‑management skills, with the ability to influence, collaborate and negotiate across functions and with external stakeholders.
• Excellent communication and diplomacy skills, with the ability to engage a broad range of internal and external audiences.
• Strong business acumen, sound decision‑making skills and a business‑improvement mindset.
• The ability to manage pressure, changing priorities and complex projects while maintaining a strong focus on delivery.
• Proficiency with Microsoft Word, Excel, Outlook and PowerPoint.
• A valid Ontario G driver’s licence and the ability to obtain and retain a Transportation Security Clearance.
• Experience with technology programs, customer research, innovation, human‑centred design or user‑experience design, which would be considered an asset.
• A Project Management Professional designation or experience working with airline, government agency, passenger and retail processes, which would also be considered an asset.
• Ability to obtain and retain Transportation Security Clearance.

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

This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.