Manager, Customer Experience Insights - Temporary / Chef de service - Connaissance de l’expérie[...]

Air Canada • Toronto, Ontario, Canada • 21h ago

1 week ago Be among the first 25 applicants

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Reporting to the Senior Manager, Customer Experience Insights Practice, the Manager, Customer Experience Insights leads the end-to-end customer journey experience data and reporting, including for travel on Air Canada Rouge, Air Canada Express, and across joint venture partners. This position plays an integral role in Customer Experience programs, representing the voice of the customer across the company, based on data analytics, customer insights, and feedback. The Manager will collaborate to drive existing CX initiatives with various internal and external stakeholders.

The primary focus will be working with internal and external stakeholders to define and collect customer data, including NPS, and identify opportunities for improvement through data-driven insights and analytics. Additionally, the incumbent will help measure the success of new CX initiatives, set targets, and provide data-driven recommendations for prioritizing CX pipeline initiatives.

Qualifications:

Possess at least a post-secondary diploma or equivalent operational experience;
At least two (2) years in a leadership role or equivalent operational experience;
Strong leadership and team management skills, with the ability to inspire, coach, and empower employees;
Managerial courage to make difficult decisions ensuring operational integrity, safety, and on-time performance (OTP);
Excellent verbal and written communication skills for effective interaction with team members, customers, and stakeholders;
Strong interpersonal skills (organizational, team-oriented, and focused);
Customer service orientation with a commitment to high-quality service;
Ability to work in a 24-hour airport operation, including shifts, weekends, and holidays;
Valid Class G or Class 5 driver's license in the province of employment;
Ability to obtain and maintain a Restricted Area Identity Card (RAIC), Airside Vehicle Operator's Permit (AVOP), and a Restricted Operator Certificate (ROC) from Industry Canada;
Exhibit adaptability to dynamic situations in a fast-paced environment;
Problem-solving and decision-making skills, especially under pressure;
Ability to walk long distances, lift at least 50 pounds, and operate airside vehicles under varied conditions;
Willingness to learn and share new technology knowledge;
Understanding of airport and airside operations;
Experience with unionized workforces and collective agreements (asset);
Knowledge of safety protocols and SOPs (asset);
Proficiency in MS Office and familiarity with aviation systems (asset).