Passenger Experience & Programs Lead

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 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