POSITION SUMMARY
A leading transportation and infrastructure organization is seeking an experienced and visionary Associate Director, Passenger Development to help elevate the customer experience for millions of travelers annually.
Reporting to Director, Customer Experience & Development, this is a high-impact leadership role responsible for enhancing the end-to-end passenger journey through strategic customer experience initiatives, data-driven insights, and accessibility programming.
The successful candidate will oversee key areas including customer research, stakeholder engagement, passenger marketing, and operational service improvements. This is an exceptional opportunity to influence the future of travel and mobility in a high-profile, complex environment.

RESPONSIBILITIES

• Lead the creation and implementation of a comprehensive customer experience strategy, fostering a culture of service excellence across all stakeholders.
• Drive innovation and customer-centric change through research, data, and passenger insights.
• Champion accessibility and inclusivity, collaborating with external advocacy groups and internal partners to improve experience for persons with disabilities.
• Develop and manage Objectives and Key Results (OKRs) to evaluate and improve passenger satisfaction.
• Build strategic relationships with external partners including airlines, vendors, government agencies, and internal departments.
• Lead customer research initiatives, including the adoption of new tools and methodologies to better understand evolving passenger needs.
• Guide the development of programs and technologies that enhance airport navigation, flow, and comfort.
• Foster a service-oriented culture across a broad network of stakeholders through employee engagement and recognition programs.
• Oversee passenger marketing and communications efforts to strengthen the organization's public-facing brand.
• Manage financial planning and reporting related to customer experience programs, including operating and capital budgets.
• Lead, develop, and mentor a diverse, high-performing team.

QUALIFICATIONS

• Post-Secondary degree in Business Administration, Marketing, Hospitality and Tourism, Aviation Management, Design and Innovation, or a related field.
• 7+ years of experience in a large-scale customer experience environment (aviation, retail, hospitality, healthcare, or public infrastructure preferred).
• 5+ years in a leadership or people management capacity, including cross-functional influence.
• Proven track record of delivering high-impact customer-focused programs in complex operational environments.
• Strong analytical capabilities, with the ability to translate insights into actionable strategies.
• Demonstrated expertise in stakeholder engagement, negotiation, and change leadership.
• Familiarity with regulatory standards for accessibility and inclusive service design.
• Ability to obtain security clearance.

WHY THIS ROLE?

• Be part of a transformative journey shaping the future of passenger experience.
• Influence a high-profile public-facing organization at a pivotal point in its evolution.
• Work alongside passionate professionals in a culture that values innovation, inclusivity, and excellence.

This job description represents the general responsibilities and duties of our client's position but should not be construed as an all-inclusive detailed job description.
Confidentiality Note
This search is being conducted confidentially. Details regarding the organization and its operations will be shared with qualified candidates during the interview process.
At The Talent Company, we recognize the value of different perspectives and experiences to prompt innovation, spark creativity, and solve problems. As an equal employment opportunity organization, we do not discriminate against any employee or applicant for employment based on race, Aboriginal peoples, members of visible minorities, sex, age, national origin, religion, sexual orientation, gender identity, persons with disabilities and all other categories protected by law.

We are committed to Equal Opportunities and welcome applications from all sections of the community. Please let us know if an adjustment or adaptation is required at any stage to support you during the recruitment journey.