Are you passionate about enhancing the air travel experience? Do you thrive on data-driven decision-making and strategic problem-solving? Are you ready to make a lasting impact on the millions of travelers who pass through Canada’s airports?
If so, the Canadian Air Transport Security Authority (CATSA) has one (1) exciting indeterminate opportunity within the People, Culture and Experience branch at CATSA Headquarters. The Passenger Experience Strategist will help shape the future of our customer experience and ensure a seamless, positive experience for travelers across Canada. This is your chance to play a pivotal role in transforming passenger interactions and positioning CATSA as a global leader in airport security service excellence.
Why is CATSA a great fit for you?
CATSA is world leader in aviation security and screening with a mandate to protect the public. A Crown corporation, it features a mix of public service and private sector diverse backgrounds in which is reflective of the varied background of its employees. CATSA encourages innovation and creativity and offers a healthy and diverse workplace where employees work in an environment where they can be their true selves and feel energized and proud.
If you are a motivated professional seeking a position within a multifunctional and collaborative environment and you are looking for the next great adventure, CATSA is the place for you!
Summary of responsibilities:
As a Passenger Experience Strategist, you will be at the forefront of service innovation, developing and implementing strategies to enhance passenger satisfaction. You will work closely with internal teams, industry stakeholders, and the traveling public to identify opportunities for service improvements, implement new tools and techniques, and measure the impact of your initiatives.
This role is perfect for a strategic thinker with a passion for customer experience, data analysis, and stakeholder engagement. If you have a track record of leading service transformation projects and a deep understanding of passenger expectations, we want to hear from you!
What you need to succeed
To qualify for the position, you must have:
- Successful completion of a college diploma or university degree with a specialization in project management, business, communications, or another specialty relevant to the duties of the position.
- A minimum of eight (8) years progressive experience in customer satisfaction.
- A minimum of eight (8) years of experience planning, organizing, and coordinating program/project implementation.
- A minimum of five (5) years of experience performing quality control of high-level management materials; conducting research and producing strategies, reports, briefing notes, presentations and communiqués.
- A minimum of five (5) years of experience in performance measurement and data analysis, and providing strategic advice, and guidance to various management levels, including senior management.
- Proven experience liaising with diverse stakeholders to drive business strategies and implement projects.
- Strong relationship-building and interpersonal skills. In other words, be a Nice Person. At CATSA, we work well with one another and foster a supportive, respectful workplace culture.
This position is best suited to individuals with the following skills and abilities:
- Strong oral and written communication skills in both official languages. With the proven ability to convey customer feedback clearly and effectively.
- Demonstrated ability to brief senior management in a succinct and timely manner.
- Demonstrated ability to analyze data and use insights to drive strategic decision making.
- Experience in tracking projects and delivering strategies, reports, and updates.
- Ability to deliver clear and organized, and engaging presentations.
- Collaborative mindset, with experience working cross-functionally in a diverse, multi-disciplinary environment.
- Demonstrated ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
- Strong relationship building skills, with experience liaising, establishing and maintaining relationships with internal and external stakeholders.
- Proven experience in customer service or customer success roles, with a solid understanding of customer relationship management and associated systems/software.
- Exceptional problem-solving skills, with a focus on resolving customer issues and enhancing satisfaction.
- Ability to persuade, negotiate, liaise effectively, and engage others.
- Strong analytical and critical thinking skills, with a focus on actionable insights.
Valuable skills include:
- Knowledge of CATSA's mandate and priorities, as well as an awareness of relevant legislation impacting CATSA.
- Experience with customer journey mapping.
- Aviation-related experience including working with various stakeholders within the aviation industry.
Specific work requirements:
- Ability to work overtime as required;
- Ability to travel as required
- Language Profile: BBBB;
- This refers to the level of language proficiency required in the applicant’s second official language. Level BBBB requires intermediate proficiency in reading, writing, understanding and speaking
- Ability to obtain and maintain a Secret security clearance; and
- Be a Canadian citizen or permanent resident.
How to apply:
If you are ready to elevate passenger experiences and contribute to CATSA’s vision of world-class airport security, apply today by clicking on the following link to submit your application before March 13, 2025, by 11:59 pm EST.
We’re excited to meet passionate candidates like you! Mark your calendar—interviews will take place during the week of March 17, 2025.
Additional information:
- Please note that candidates that meet all the position requirements, including the language profile, will be given first consideration however, we invite all interested candidates to submit their applications;
- While we appreciate all the candidates’ interest, only those being considered in the process will be contacted;
- CATSA will use this opportunity to establish a candidate pool that may be used to staff permanent or fixed-term positions with similar responsibilities and qualifications;
CATSA is dedicated to building a skilled and diverse workforce that reflects the public we serve. At every step of the recruitment process, accommodations are available to you. These may include pre-interview information, modified interview format, accessible environments, adaptive technology, additional time, and more. Our accommodation measures are intended to eliminate barriers and ensure a fair assessment, enabling candidates to showcase their full range of competencies.
Candidates who require accommodations that prevent them from applying online should communicate via HumanResources-RessourcesHumaines@catsa.gc.ca
