Customer Experience Development Manager

Shape Toronto Pearson passenger experiences through human-centered design, customer insights, and technology-enabled solutions in a flexible hybrid environment. Lead transformation across physical and digital touchpoints.

Reporting to the Associate Director, Passenger Programs and Experience, this Manager translates the Concept of Experience into integrated Toronto Pearson experiences. The role connects passenger needs, commercial objectives, emerging technologies, and measurable outcomes. Success requires stakeholder influence across operations, commercial, IT, facilities, planning, marketing, and external partners.

Key Responsibilities:

• Lead initiatives improving critical moments across passenger journeys
• Apply human-centered design to identify needs and pain points
• Develop journey maps and experience improvement opportunities
• Define requirements, use cases, user stories, and success measures
• Measure initiatives from research through implementation

Requirements:

• Post-secondary education in a related discipline
• At least five years in complex customer environments
• At least five years managing people
• Experience with human-centered or service design
• Ontario G licence and Transportation Security Clearance eligibility

Bring customer insight, design, stakeholder leadership, and technology program experience to Toronto Pearson’s passenger journey transformation.