Manager, Customer Insights & Analytics

Toronto, ON
Hybrid
Posted Oct 16, 2026
1 position

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Employment type: Full-time
Experience level: Senior · 5+ years
Minimum education: Bachelor’s degree
Posting language: English
Working hours: 40 hours per week
Seniority: Mid-Senior level

Job summary

Lead the airport’s customer insights, research, feedback, and benchmarking programs, translating customer and operational data into recommendations that improve passenger experience. Establish measurement frameworks and executive reporting, partner with business units to implement measurable improvements, manage external contracts, and lead and develop the team.

Job details

Toronto Pearson is transforming. Now’s the time for your career to fly. The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work. What's in it for you? An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community. Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans). A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program. What can you expect from this position? Reporting to the Associate Director, Passenger Programs & Experience, the Manager, Customer Insights & Analytics will lead Toronto Pearson’s customer insights and analytics strategy to strengthen decision-making, improve customer satisfaction and advance the passenger experience. You will oversee customer research, feedback, performance measurement and global benchmarking programs, translating complex customer and operational data into clear recommendations that drive measurable improvement. Working collaboratively across the organization, you will help embed customer insights into strategic planning and operational decision-making while providing leadership with compelling, evidence-based perspectives on customer needs, emerging trends and performance opportunities. As a Manager, Customer Insights & Analytics, you will: Lead Toronto Pearson’s customer research, insights and global benchmarking strategy, including major passenger feedback and benchmarking programs. Develop and manage a comprehensive customer feedback strategy that captures passenger needs, expectations and experiences across surveys, digital platforms and operational touchpoints. Analyze and translate complex customer, research and operational data into clear insights and practical recommendations that improve the passenger experience. Identify and integrate new sources of customer intelligence, including digital analytics, audit findings, operational data and emerging research tools. Monitor customer trends, evolving passenger expectations and industry best practices to identify opportunities for service and experience improvements. Develop executive-level dashboards, reports, presentations and insight products that enable evidence-based decision-making across the organization. Establish and continuously refine customer experience objectives, key performance indicators and measurement frameworks aligned with corporate priorities. Partner with business units to translate customer insights and benchmarking results into actionable plans and measurable improvements. Manage research, customer feedback and benchmarking contracts, including relationships with research firms, technology providers and contracted program resources. Lead, coach and develop a skilled team by establishing clear priorities, supporting effective decision-making and creating opportunities for professional growth. This is the role for you, if you have: A post-secondary diploma in business, marketing, communications or a related discipline, combined with relevant experience; a university degree in a related field is preferred. Three to five years of management experience, with demonstrated people-leadership capability. Five to seven years of progressive experience in data and analytics, with a focus on customer insights and translating customer data into operational recommendations. At least three years of customer-service experience. Experience developing customer research, feedback, benchmarking and performance-measurement programs. Proficiency with survey, data-visualization and analytics platforms such as Qualtrics and PowerBI. Experience developing dashboards, reports and presentations that communicate complex findings to senior and executive audiences. Strong project-management and prioritization skills, with the ability to manage multiple initiatives and stakeholder requirements simultaneously. Excellent written, verbal and interpersonal skills, with the ability to collaborate, influence and negotiate across functions and with external partners. Experience in aviation, transportation, travel or a related customer-focused industry, or experience leading people in a unionized environment, which would be considered an asset. Flexibility to work occasional weekends or non-standard hours in support of events and business needs. Ability to obtain and retain Transportation Security Clearance. The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive. This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.

What you’ll do

Requirements

Requires a relevant post-secondary diploma and relevant experience, with a related university degree preferred; candidates should have 3–5 years of management experience, 5–7 years of progressive data and analytics experience focused on customer insights, and at least 3 years of customer-service experience. Candidates should also have experience with research, feedback, benchmarking, performance measurement, analytics and visualization platforms, executive communications, and project management; aviation or transportation experience and unionized-environment leadership are assets.