Designer - Learning - Customer Service

Belonging to Air Canada is belonging to a Canadian symbol. Air Canada was recently voted best airline in North America. Take off your career by joining our innovative and diverse team at the forefront of passenger air transport.

The Learning - Customer Service Designer contributes to the implementation of Air Canada's service identity by working closely with service designers and customer experience managers to bring our unique service approach, our "Air Canadian" concept, to life. This position involves adapting and integrating service rituals and characteristic behaviors into the experience of frontline employees, including those in In-Flight Service, Service Centers, and Airports, ensuring their uniform application through training and operational routines.

The Learning - Customer Service Designer supports organizational change by translating service identity into concrete tools and experiences, thereby helping to strengthen employee engagement and improve the customer experience. By promoting the adoption and perpetuation of service identity practices, this position strengthens the impact of the service design team as a whole and supports Air Canada's ambition to become the best airline in the world.

The position can be based in Montreal or Toronto.

Responsibilities:

• Contribute to the translation of service identity and cultural rituals into concrete training programs and tools, ensuring strategic uniformity and measurable impact across all departments and business units.
• Collaborate with trainers, facilitators, and Training Design managers to integrate educational materials related to service rituals into operational training programs, including new hire training, annual training, and skills-based training.
• Contribute to the design and implementation of service activation experiences for groups not covered by HR programs, addressing defined needs for these programs and promoting the adoption of service identity practices within the assigned domain.
• Manage, implement, and ensure the continuous improvement of toolkits, practical guides, and memory aids to promote widespread adoption and perpetuation of cultural rituals, while ensuring their scalability and uniformity.
• Collaborate with Operations teams to facilitate coordination between teams and ensure seamless integration of service identity initiatives within the broader service design ecosystem.
• Animate high-impact workshops and immersion sessions to encourage innovation and help employees better understand service identity and its role in the customer experience.
• Design and develop training plans and other educational materials, and collaborate with relevant training professionals to integrate them into onboarding and leadership development programs, with the aim of shaping the long-term employee experience and strengthening Air Canada's brand values.
• Contribute to updating activation guidelines within the service design system, ensuring their relevance, adaptability, and alignment with evolving operational needs and strategic priorities.
• Work collaboratively with stakeholders, including Workforce Planning, Human Resources training, and frontline team training, to drive organizational change, skill building, and Operational Excellence.
• Escalate obstacles to adoption and contribute to their resolution in collaboration with local managers, implementing targeted solutions to ensure successful integration and project sustainability.
• Ensure that emotional tone and safety standards are always considered in all activation initiatives, proactively managing risks, compliance, and employee well-being.
• Provide observations and feedback to managers, as appropriate, to promote the integration of rituals, influence management practices, team culture, and organizational alignment.
• Continuously evolve activation strategies based on feedback, data analysis, and new best practices, to foster innovation and ensure lasting impact across the organization.

Qualifications

• Bachelor's degree in organizational development, human resources, education, or a related field; a certification in facilitation, change management, or training and development is an asset.
• At least three years of experience in training and development, service design, or customer experience improvement.
• Experience in implementing cultural or behavioral frameworks.
• Strong facilitation and instructional design skills.
• Ability to translate abstract concepts into concrete tools.
• Knowledge of adult learning principles and change management.
• Excellent communication and storytelling skills.
• Experience in operational or unionized environments, an asset.
• Strong collaboration and stakeholder management skills.
• Demonstrate punctuality and reliability to support overall team success in a fast-paced environment.

Employment conditions

Candidates must be eligible to work in the country concerned at the time an offer of employment is made and are responsible for obtaining the necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding workplace that values the unique contribution of our employees to the success of our company.

As an employer that guarantees equal access to employment, we encourage the most diverse applications in order to build a varied workforce representative of our customers and the communities where we live and offer our services.

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.