Senior Advisor, Customer Experience

Alto; Montreal (administrative region); Hybrid; CAD 85,000 - 105,000; Full time

Benefits offered by this job

Group insurance (medical, dental, life, disability)

Wellness and health accounts

Flex-Alto account of $500

Retirement plan and savings options (RRSP and TFSA)

Incentive compensation program

Flexible hybrid work mode

Job summary

Alto is seeking a Senior Advisor, Customer Experience to help shape the customer journey for the Alto High Speed Rail project connecting Quebec City and Toronto. This role involves developing and overseeing customer experience strategies, collaborating with various teams, and gathering passenger feedback for validation.

The ideal candidate will have 8-10 years of experience in passenger transportation, with strong communication and problem-solving skills. The position offers a hybrid work model and various perks to support employee wellness.

Qualifications

• 8 to 10 years of experience in customer experience in transportation industry.
• Strong communication skills for stakeholder interaction.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Develop customer experience strategy for Alto High Speed Rail.
• Collaborate with Private Development Partner for strategy validation.
• Gather feedback and data from future passengers for concept validation.

Skills

Customer experience strategy development

Stakeholder collaboration

Problem-solving

Fluent in both official languages

Education

Bachelor’s or Master’s degree in a related field

Job description

At Alto, we are actively contributing to the transformation of Canada's future with our high-speed train project connecting Quebec City and Toronto. With the support of the Government of Canada, this innovative project aims to improve the quality of life of our citizens, strengthen ties between communities and stimulate economic growth.

Would you like to take on a stimulating, high-impact challenge? We are looking for a Senior Advisor, Customer Experience.

The role

Reporting to the Director, Client Experience & Stations Design, the Senior Advisor, Customer Experience plays a crucial role in the development of the customer journey for the Alto High Speed Rail service. They are responsible for overseeing the coordination of all customer experience and customer journey concepts for the future Alto High Speed rail service. The ideal candidate will have a strong background in the development of customer experience concepts in the passenger transportation industry, and a proven experience of collaborating with various stakeholders in the definition of such concepts. The interaction with future passengers and customers is essential for gathering feedback and data to validate proposed concepts.

The Responsibilities

• Collaborate with the Private Development Partner (PDP) to develop and validate the customer experience strategy for the Alto High Speed Rail service.
• Work with the Commercial Team and peers within the Operations and Maintenance Team to validate customer experience strategies.
• Develop requirements for implementing the customer experience strategy throughout the various aspects of the future service.
• Test the effectiveness of the proposed customer experience strategy through polling of future passengers and customers.
• Coordinate customer advisory boards to gain deep knowledge of future needs.
• Develop briefing material for informing various stakeholders and executives.

The Requirements

• Bachelor’s or Master’s degree in a related field.
• Minimum 8 to 10 years of experience in developing or overseeing the customer experience in passenger transportation or a closely related industry with similar fundamental needs.
• Strong aptitude for interacting with future passengers and customers to gain deep knowledge of future needs.
• Excellent problem-solving and decision-making abilities, with a focus on developing customer experience strategies.
• Strong aptitude in understanding customer needs and an impeccable and meticulous approach translating customer needs into customer experience strategies and requirements.
• Effective communication skills are crucial for coordinating with the Private Development Partner, internal teams, and stakeholders, as well as briefing executives.
• Ability to collaborate effectively with multidisciplinary teams and manage multiple priorities in a fast-paced environment.
• Being fluent in both Canadian official languages is desirable.

Why join our innovative team?

• Basic paid group insurance for you and your family: medical, dental, life, disability, etc.
• Access to wellness and health accounts to support your lifestyle.
• Flex-Alto account of $500 to encourage a healthier approach and a more sustainable mode of transportation.
• A retirement plan and savings options (RRSP and TFSA).
• Vacations based on experience, available upon hiring.
• An incentive compensation program.
• Flexible hybrid work mode.
• A work environment that encourages initiative, innovation, and forward-thinking solutions.
• A unique opportunity to shape the future of transportation in Canada.

We work to create high-performance, diversified teams

At Alto, we believe in the power of diverse teams. We aspire to provide an inclusive and equitable work environment where everyone can develop and flourish. Alto offers equal employment opportunities to all and invites qualified individuals, regardless of their identity, origin or situation, to apply.

Please let us know if you need any adjustments during the recruitment process. We will do our utmost to provide you with a fair and pleasant experience, while keeping any adjustments confidential.

Please note that we will communicate only with those candidates whose applications are selected for further consideration. To find out more about the entire project, visit Alto - Home.