Job Overview

Are you fascinated with pilot training and how CAE’s training devices are used to make air travel safer? Are you interested in learning more about our customers? As a Customer Experience Lead, you will have the opportunity to be at the front of executing CAE’s vision to be the training partner of choice and to build long‑lasting relationships with our customers. We are looking for relationship builders, brand champions and candidates ready to take on their customers’ needs and represent them within the organisation.

Responsibilities

- Develop and secure key long‑term relationships with decision makers in your customer portfolio
- Develop and drive action plans to amaze those decision makers with customer experience
- Proactively escalates issue resolution on behalf of your customers
- Responsible and accountable for internal communication of customer priorities and the needs for all post‑RFT items
- Proactive and responsible for defining portfolio priorities and delivery of an issue resolution plan that meets the Service Level Agreement
- Lead governance presentations to accurately identify situations and related action plans
- Communicate with stakeholders during the management of a critical failure of a simulator (AOG)
- Adapt well to an unpredictable/high‑pressure environment and remain focused on priorities
- Identify business opportunities for CAE and promote CAE
- Actively participate in various continuous improvement activities
- Remain the focal point for your customers in all situations





Minimum Qualifications

- Approximately 5 years of experience in a customer interaction role
- Bilingualism (French and English)
- Strong ability to prepare oral and written communications
- Lead critical situations on behalf of your customer and play an influential role
- Experience working in a complex products workplace
- Ability to travel once or twice per year for a duration of approximately two weeks at a time to Europe, the Middle East, Africa, and/or India

Preferred Qualifications

- Experience in the aviation domain
- Results‑oriented & customer focused
- Knowledge of other languages and cultural awareness
- Influence leadership skills and team spirit
- General technical knowledge about flight simulator and aircraft

Benefits

- Group Insurance
- Telemedicine Employee and Family Assistance Program
- Employee Stock Purchase Plan
- Group RRSP
- CAE Pension Plan/Defined Benefit Plan
- Sabbatical Leave
- Flex Time
- Enhanced Parental Leave

Position Type

Regular

Equal Opportunity & Accommodations

CAE is committed to providing equal opportunities to all applicants, regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are available—contact your recruiter or email [email protected] if needed.

📌 Customer Experience Lead, EMEAI-EN (Montreal)
🏢 CAE
📍 Montreal