Belonging to Air Canada means belonging to a Canadian symbol, Air Canada 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 to life our unique service approach, our "Air Canadian" concept. This position consists of adapting and integrating service rituals and characteristic behaviours into the experience of front-line employees, particularly those in In-Flight Service, Service Centers and Airports, ensuring their uniform application through training and operational routines.

The Learning - Customer Service Designer supports organisational 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 sustainability 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 may be based in Montreal or Toronto.

Responsibilities:

- Contribute to the translation of service identity and cultural rituals into concrete training programs and tools, thus ensuring strategic uniformity and measurable impacts across 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 training for new hires, annual training and skills-based training.
- Contribute to the design and implementation of service activation experiences for groups not covered by HR programs, by meeting the needs defined for these programs and promoting the adoption of service identity practices within the assigned area.
- Manage, implement and ensure continuous improvement of toolkits,



practical guides and cheat sheets to promote widespread adoption and sustainability 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.
- 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 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 adequacy with evolving operational needs and strategic priorities.
- Work collaboratively with stakeholders, including Workforce Planning, Human Resources training and front-line team training, to foster organisational change, skill building and Operational Excellence.
- Escalate obstacles to adoption and contribute to their resolution in collaboration with local managers, by 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, where appropriate, to foster ritual integration,



influence management practices, team culture and organisational alignment.
- Continuously evolve activation strategies based on feedback, data analysis and recent best practices, to foster innovation and ensure lasting impacts across the organization.

Qualifications

- Bachelor's degree in organisational 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 behavioural frameworks.
- Strong facilitation and instructional design skills.
- Ability to translate abstract concepts into concrete tools.
- Knowledge of adult learning and change management principles.
- Excellent communication and storytelling skills.
- Experience in operational or unionised environments, an asset.
- Strong collaboration and stakeholder management skills.

Employment Conditions:

Candidates must be eligible to work in the country concerned at the time an employment offer is made and are responsible for obtaining the necessary work permits, visas or other authorisations. 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 be able to build a varied workforce representative of our customers and the communities where we live and offer our services.

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

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📌 Designer - Learning - Customer Service - Temporary (Dorval)
🏢 Air Canada
📍 Dorval