Passenger Experience & Programs Officer

Shape the Journey, Not Just the Destination! Join a Leading Airport Organization as a Passenger Experience & Programs OfficerAgilus by Synergie is recruiting for a Passenger Experience and Programs Officer in the transportation industry in Victoria, British Columbia. Are you passionate about creating exceptional customer experiences?

This unique opportunity combines customer experience leadership, program management, community engagement, and operational collaboration in a dynamic airport environment.

As Passenger

Experience and Programs Officer, you'll lead initiatives that enhance every stage of the traveler journey, from accessibility programs and customer feedback systems to terminal enhancements, special events, and passenger services. If you thrive on creating memorable experiences and driving continuous improvement, this role offers the chance to make a visible impact every day.

Total rewards

$53.01 hourly

Starting hourly rate of $53.01, increasing to $55.81 following successful completion of probation

37.5-hour work week with regular administrative office hours

Municipal pension plan

Comprehensive benefits package effective from day one

Three weeks of vacation to start

Opportunity to influence the experience of millions of travelers annually

Collaborative and community-focused workplace environment

Growth opportunities within a respected and highly visible transportation organization A typical day:





Lead initiatives that enhance passenger satisfaction across all airport touchpoints

Manage customer feedback programs, surveys, reporting, and improvement plans

Develop and deliver customer service training programs for staff and stakeholders

Oversee accessibility, passenger assistance, and customer-focused programs

Coordinate terminal wayfinding, amenities, signage, and passenger information services

Manage passenger experience programs, events, public space requests, and community engagement activities

Monitor industry trends and implement innovative technologies and service enhancements

Collaborate with internal teams, service providers, community partners, and regulatory stakeholders to improve the traveler experience

Successful candidates will have

Post-secondary degree in Hospitality, Business, Marketing, or a related field

Minimum 5 years of customer experience, hospitality, aviation, or service-focused leadership experience

Proven success developing and implementing customer-centric programs and initiatives

Strong project management skills with the ability to manage multiple priorities simultaneously

Excellent communication, presentation, and stakeholder relationship-building abilities

Experience analyzing customer feedback and using data to drive improvements

Advanced proficiency with Microsoft Office and customer experience measurement tools

Eligible to work in Canada and able to obtain and maintain Airport Security Clearance (RAIC)

This posting is for an active opening.

📌 Passenger Experience and Programs Officer (Winnipeg)
🏢 Agilus Work Solutions
📍 Winnipeg