Designer - Learning - Customer Service - Temporary

Belonging to Air Canada means belonging to a Canadian symbol, Air Canada recently elected the best airline in North America. Launch your career by joining our innovative and diverse team at the forefront of passenger air transportation.

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

The Designer – Learning – Customer Service accompanies organizational change by translating service identity into concrete tools and experiences, thereby strengthening staff mobilization and improving the customer experience. By promoting the adoption and sustainability of service identity practices, this role reinforces the impact of the entire service design team and supports Air Canada’s ambition to become the world’s best airline.

The position may 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 managers, Service Design to integrate service ritual-related educational materials into operational training programs, including new hire, annual, and skills-based training.
• Contribute to the design and implementation of service activation experiences for non-RH-covered groups, addressing defined needs for these programs and promoting the adoption of service identity practices within the assigned domain.
• Manage, implement, and continuously improve toolboxes, practical guides, and checklists to promote widespread adoption and sustainability of cultural rituals, 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.
• Facilitate 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 leadership integration and development programs, aiming to shape employees' long-term experience and reinforce Air Canada’s brand values.
• Contribute to updating activation guidelines within the service design system, ensuring their relevance, adaptability, and alignment with the evolution of operational needs and strategic priorities.
• Work collaboratively with stakeholders, including Workforce Planning, HR Training, and Frontline Team Training, to promote organizational change, skill enhancement, 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 the emotional tone and safety standards are always considered in all activation initiatives, proactively managing risks, compliance, and employee well-being.
• Share observations and feedback with managers, as appropriate, to facilitate ritual integration, influence leadership practices, team culture, and organizational alignment.
• Continuously evolve activation strategies based on feedback, data analysis, and new best practices, to promote innovation and ensure lasting organizational impact.

Qualifications

• Bachelor’s degree in organizational development, human resources, education, or a related field; 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.
• Employment Conditions:

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

Language Requirements

With equal qualifications, 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 work environment that values the unique contributions of our employees to our company’s success.

As an equal opportunity employer, we encourage the most diverse applications to enable us to have a diverse and representative workforce that reflects our customers and the communities where we live and serve.

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