The Manager, Policy Transformation and Experience plays a critical role in simplifying policies and procedures across Air Canada’s Operations. They will oversee the smooth and effective running of policy simplification pods, actively participate in these pods, and ensure alignment with Customer Experience (CX) principles. 

Responsibilities: Lead Policy Simplification Operations

Strategically select and prioritize key policies across North American Operations for simplification.Oversee the simplification and streamlining of complex policies to enhance operational efficiency and improve both customer and employee experiences.Lead the operations of policy simplification pods, ensuring they run smoothly and effectively. Collaborate with the training department to schedule and organize policy simplification sessions (referred to as “pods”).Actively participate in pods, contributing insights and facilitating discussions as needed, while ensuring alignment with ECX principles. Act as the customer voice in these pods.Accountable to provide coaching and guidance to training facilitators and participants to enhance understanding of Customer Experience and operational impacts on CX. Review batches of prioritized policies and assess customer-centricity, identify confusion points, inaccuracies, and gaps. Strategically break down policies, propose changes, and challenge assumptions.Present well-founded recommendations and findings to the Central Policy Team (CPT) for approval, leveraging strategic influence to gain buy-in from stakeholders. Work closely with IT to create and test intuitive procedures based on revised policies. Collaborate with the Manager, Customer Experience Design to implement the refined policies and procedures.Responsible for ensuring seamless information flow between the operations and policy teams.

Develop, implement and maintain a process for updating policies, ensuring they align with the organizations policy transformation goals and ethos.Take ownership of ensuring customer-centricity in our policies by actively encouraging innovative thinking and pushing the boundaries beyond traditional approaches.

Ensure that all procedures remain current, straightforward, and tailored to meet employee needs. This includes procedures related to policies for CCC and Airports, both regulatory and non-regulatory.Collaborate with the Manager, Process Optimization to maintain a clear distinction between policies and procedures, ensuring procedures are streamlined, efficient and intuitive. Work closely with the PSS team and other groups (e.g. MLL AIMS) to ensure procedures are aligned with the spirit of the larger policy transformation initiative.

Design and lead focus groups across Canada to collect employee feedback on current policies before initiating simplification efforts.Develop, implement and maintain a feedback collection strategy that aligns with the broader policy simplification goals of the organization.Facilitate focus group sessions, leading discussions and capturing valuable insights.Analyze feedback to identify trends and key areas for policy improvement.Share findings with the policy simplification team, providing recommendations to guide the process as necessary. 

Drive the transformation of ACpedia, collaborating with key stakeholders to leverage cutting-edge technologies and create a modernized platform.Guide the evolution of ACpedia towards a future-ready state, enhancing information accessibility and optimizing the employee experience.

Develop and manage a bidirectional communication strategy to facilitate updates between the training department and ensure mutual awareness of training needs arising from policy updates, errors, or challenges. 

University degree in a related field (e.g. Operations Management, Business administration and/or Management); or relevant years of experience in a similar role. Minimum of 5+ years of experience in change management, with a demonstrated ability to develop strategies and deployment plans.Minimum of 7-10 years of experience in customer experience is required.Excellent verbal and written communication skills for presenting recommendations, leading discussions, and facilitating focus groups Proven track record of leading complex projects and managing cross-functional teams.Expertise in developing, implementing, and maintaining policies and procedures, with a focus on customer-centricity.Understanding of customer experience principles and ability to advocate for customer-centric policies.Experience in the aviation industry or a similar highly regulated environment is a plus.Ability to leverage influence and gain buy-in from stakeholders are various levels.Previous experience in the airline industry is an asset.Effective organizational skills and an aptitude for managing the pace of change.Strong collaborative working relationships and credibility within the organization.PC proficiency (Microsoft Office suite/O365).Project Management Professional (PMP) or similar certification is advantageous.Lean Six Sigma or similar process improvement certification is a plus.Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Diversity and Inclusion

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.