Manager, Customer Insights & Analytics in Toronto

Toronto Pearson is transforming. The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers.

What can you expect from this position? Reporting to the Associate Director, Passenger Programs & Experience, the Manager, Customer Insights & Analytics will lead Toronto Pearson’s customer insights and analytics strategy to strengthen decision-making, improve customer satisfaction and advance the passenger experience. You will oversee customer research, feedback, performance measurement and global benchmarking programs, translating complex customer and operational data into clear recommendations that drive measurable improvement.

As a Manager, Customer Insights & Analytics, you will:

• Lead Toronto Pearson’s customer research, insights and global benchmarking strategy, including major passenger feedback and benchmarking programs.
• Develop and manage a comprehensive customer feedback strategy that captures passenger needs, expectations and experiences across surveys, digital platforms and operational touchpoints.
• Analyze and translate complex customer, research and operational data into clear insights and practical recommendations that improve the passenger experience.
• Identify and integrate new sources of customer intelligence, including digital analytics, audit findings, operational data and emerging research tools.
• Monitor customer trends, evolving passenger expectations and industry best practices to identify opportunities for service and experience improvements.
• Develop executive-level dashboards, reports, presentations and insight products that enable evidence-based decision-making across the organization.
• Establish and continuously refine customer experience objectives, key performance indicators and measurement frameworks aligned with corporate priorities.
• Partner with business units to translate customer insights and benchmarking results into actionable plans and measurable improvements.
• Manage research, customer feedback and benchmarking contracts, including relationships with research firms, technology providers and contracted program resources.
• Lead, coach and develop a skilled team by establishing clear priorities, supporting effective decision-making and creating opportunities for professional growth.

This is the role for you, if you have:

• A post-secondary diploma in business, marketing, communications or a related discipline, combined with relevant experience; a university degree in a related field is preferred.
• Three to five years of management experience, with demonstrated people-leadership capability.
• Five to seven years of progressive experience in data and analytics, with a focus on customer insights and translating customer data into operational recommendations.
• At least three years of customer-service experience.
• Experience developing customer research, feedback, benchmarking and performance-measurement programs.
• Proficiency with survey, data-visualization and analytics platforms such as Qualtrics and PowerBI.
• Experience developing dashboards, reports and presentations that communicate complex findings to senior and executive audiences.
• Strong project-management and prioritization skills, with the ability to manage multiple initiatives and stakeholder requirements simultaneously.
• Excellent written, verbal and interpersonal skills, with the ability to collaborate, influence and negotiate across functions and with external partners.
• Experience in aviation, transportation, travel or a related customer-focused industry, or experience leading people in a unionized environment, which would be considered an asset.
• Flexibility to work occasional weekends or non-standard hours in support of events and business needs.
• Ability to obtain and retain Transportation Security Clearance.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.