Passenger Experience and Programs Officer

Victoria Airport Authority; Sidney; On-site; CAD 73,000 - 77,000; Full time

Job summary

Victoria International Airport (YYJ) is seeking a regular full-time Passenger Experience and Programs Officer to shape exceptional, inclusive passenger experiences. You will lead programs across customer service, accessibility, wayfinding, feedback, and terminal amenities, collaborating with airport partners to turn data and insights into meaningful improvements.

This role requires strong project management and analytical skills, creativity, collaboration, and a passion for service, with

Qualifications

• Post-secondary education in hospitality, business, marketing or related field.
• Minimum five years’ experience in customer experience management, preferably in aviation/hospitality.
• Experience developing customer-focused programs that improve service and experience.
• Strong project management, organizational and analytical skills; ability to manage multiple initiatives.

Responsibilities

• Lead and coordinate a diverse portfolio of programs and initiatives across the airport.
• Collaborate with VAA and partners to turn data and insights into improvements.
• Apply passenger data and industry trends to identify opportunities for impact.
• Deliver concepts from idea through implementation with a visible passenger experience impact.
• Work in a unionized environment with a 37.5-hour work week.

Skills

Customer experience management

Project management

Analytical skills

Communication & relationship-building

Strategic thinking

Bilingual English & French

Education

Post-secondary education in hospitality management, business administration, marketing

Tools

ASQ

HappyOrNot

Qualtrics

Medallia

Job description

Victoria Airport Authority

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).

VAA’s website provides the full list of requirements and duties.

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.

VAA is located on the homelands of the W̱SÁNEĆ People and as a result, qualified self‑identified Indigenous applicants are encouraged to apply and may be given preference during the recruiting and selection process.

VAA values inclusion and accessibility and is committed to providing reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to take part in the job application or interview process, please contact [e-mail].

We sincerely appreciate the interest of all applicants; however, only those selected for further consideration will be contacted.

** The Restricted Area Identification Card (RAIC) is a security pass issued by local airport authorities to all non‑passengers working in the restricted areas of airports.