Passenger Experience and Programs Officer

Township of Muskoka Lakes; Sidney; Hybrid; CAD 73,000 - 77,000; Full time

Job summary

Victoria Airport Authority is seeking a regular full-time Passenger Experience and Programs Officer to shape exceptional, inclusive travel experiences at YYJ. You will lead a diverse portfolio across customer service, accessibility and passenger feedback, collaborating with airport partners and community stakeholders to translate data into meaningful improvements.

The role emphasizes project management, analytics, and strong communication to enhance service quality, implement training, and apply

Qualifications

• Post‑secondary education in hospitality management, business administration, marketing, or a related field, combined with a minimum of five years of experience in customer experience management.
• Demonstrated experience developing and implementing customer‑focused programs and initiatives that improve service and the overall customer experience.
• Strong project management, organizational and analytical skills, with the ability to manage multiple initiatives and use feedback and performance data to identify opportunities for improvement.
• Excellent communication and relationship‑building skills, with the ability to collaborate effectively across teams and with a diverse range of external stakeholders.
• Strong strategic thinking and problem‑solving skills, with an interest in identifying innovative approaches and technologies to enhance the passenger experience.
• Knowledge of airport or terminal operations, regulatory requirements and accessibility standards is an asset, as is experience with customer feedback tools such as ASQ, HappyOrNot, Qualtrics or Medallia.
• Experience developing or delivering customer service training is an asset, as is being bilingual in English and French.

Responsibilities

• Lead and coordinate a diverse portfolio of programs and initiatives across the airport from customer service, accessibility and wayfinding to passenger feedback and terminal amenities.
• Use passenger data and insights, industry trends and best practices to identify opportunities and turn them into meaningful improvements.
• Collaborate across VAA and with airport and community partners to bring new ideas from concept through implementation.

Skills

CX management

Customer programs

Project management

Communication

Strategic thinking

Bilingual EN/FR

Education

College/CEGEP certificate or diploma (1–2 years)

Tools

ASQ

HappyOrNot

Qualtrics

Medallia

Job description

Passenger Experience and Programs Officer

Competition No. #2026-12

Starting Hourly Rate: $53.01 (after completion of 6-month probation: $55.81)

Classification Band 7

Victoria International Airport (YYJ) is Vancouver Island’s gateway to the world, connecting more than 1.9 million passengers annually to key domestic and seasonal international destinations. Operated by the Victoria Airport Authority (VAA), a not-for-profit, non-share capital organization, YYJ plays a vital role in regional connectivity and economic growth. VAA operates from the homeland of the W̱SÁNEĆ people whose historical relationship to the land continues to this day.

YYJ has been recognized as one of BC’s Top Employers annually since 2020. It has also received the Airports Council International award for Best Regional Airport in North America in 2012, 2014, 2020 and 2024. Since April 1, 1997, the Victoria Airport Authority has managed and operated YYJ on behalf of the surrounding communities, delivering a safe, secure, sustainable, and efficient airport experience.

Career Opportunity: Victoria Airport Authority is looking for a regular full-time Passenger Experience and Programs Officer to help shape exceptional, inclusive, and memorable experiences for everyone travelling through Victoria International Airport (YYJ).

In this dynamic role, you will lead and coordinate a diverse portfolio of programs and initiatives across the airport from customer service, accessibility and wayfinding to passenger feedback, terminal amenities and special programs. Working collaboratively across VAA and with airport and community partners, you will use passenger data and insights, industry trends and best practices to identify opportunities and turn them into meaningful improvements.

This is an exciting opportunity for a customer-focused professional who brings strong project management and analytical skills, creativity, collaboration and a passion for service. You’ll have the opportunity to lead a diverse portfolio of programs, work with partners across the airport community and bring new ideas from concept through implementation, making a visible impact on how passengers and visitors experience YYJ.

The Passenger Experience and Programs Officer is a unionized position and normally works a 37.5-hour work week during regular administration office hours.

What You’ll Bring:

• Post‑secondary education in hospitality management, business administration, marketing, or a related field, combined with a minimum of five years of experience in customer experience management, preferably in aviation, hospitality, or a similar operational environment. An equivalent combination of education and experience may be considered.
• Demonstrated experience developing and implementing customer‑focused programs and initiatives that improve service and the overall customer experience.
• Strong project management, organizational and analytical skills, with the ability to manage multiple initiatives and use feedback and performance data to identify opportunities for improvement.
• Excellent communication and relationship‑building skills, with the ability to collaborate effectively across teams and with a diverse range of external stakeholders.
• Strong strategic thinking and problem‑solving skills, with an interest in identifying innovative approaches and technologies to enhance the passenger experience.
• Knowledge of airport or terminal operations, regulatory requirements and accessibility standards is an asset, as is experience with customer feedback tools such as ASQ, HappyOrNot, Qualtrics or Medallia.
• Experience developing or delivering customer service training is an asset, as is being bilingual in English and French.

Other Requirements:

• Must be eligible to work in Canada.
• Must be willing to work outside normal work schedule to meet operational requirements as needed.
• Within six (6) months of hire, the successful candidate must obtain and maintain the appropriate level of Airport Security Clearance (RAIC) as a condition of employment.**

VAA is part of the federally regulated air transportation sector and employees must abide by any potential future federally mandated health measures (e.g. COVID-19 vaccination/booster shots).

Please refer to the full list of requirements and duties found in the job description on VAA’s website.

VAA Values

People

We work as a team, supporting and respecting one another to bring out the best in each of us.

Excellence

We lead in safety, quality, and innovation to create exceptional experiences.

Integrity

We ensure that honesty, equity, and accountability are the cornerstones of everything we do.

Community

We foster meaningful relationships through service excellence and responsible stewardship.

Job Overview

Job Title

Passenger Experience and Programs Officer

Employment Type

Full Time

Permanent

Permanent

Education Requirement

College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years