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Join Air Canada’s Digital Team as a Digital CX Analyst

As we continue to build on our digital first Loyalty program and improve digital experience, we are looking for passionate digitally savvy individuals to join our team.

As a member of our diverse and inclusive team, you’ll play a key role in bridging the gap between our customers and our digital product team. You will:

  • Reach out to customers facing challenges on our digital channels
  • Identify and prioritize behavioral issues (CX & UX) and technological issues (bugs)
  • Dive into qualitive and quantitate data
  • Own areas of improvement
  • Work closely with internal stakeholders
  • Focus on measurable customer-centric outcomes

Minimum Requirements

  • Degree or equivalent experience in Engineering, Computer Science, Behavioral Economics, Business, or Applied Psychology
  • Comfort digesting complex airline products, systems, and processes
  • Radical empathy
  • Inclusive of a diverse team and customer base
  • Fluent in spoken and written English and/or French
  • Canadian permanent resident or citizen, with ability to work in downtown Toronto or Montreal when in-person collaboration warranted

You should at least have prior experiences with 3 of the following:

  • Working as a Business Analyst, Functional Analyst, CX Analyst, Product Owner, or Scrum Master
  • Voice of Customer tools and methodologies
  • Chatbots
  • Being part of a digital product and/or technical delivery
  • Prioritizing user stories, bugs, and technical documentation
  • Tools like Jira, Confluence, Usabilla, Spark Central, and Glassbox
  • Javascript, HTML 5, Ajax, and REST
  • Being an Air Canada frequent flyer, Aeroplan super user, or former aviation/loyalty work experience
  • Fluency in written and spoken Spanish, Mandarin, Cantonese, German, Japanese, Italian, and/or Korean

Meet the team at an upcoming info session

Session 1: Wednesday, January 21st, 5pm-6pm EST
Session 2: Monday, January 25th, 3pm-4pm EST

Let us know if you'd like to attend by emailing digitalcx@aircanada.ca and we'll send the details.

Application Instructions

Send your resume and statement of interest (under 100 words) to digitalcx@aircanada.ca by Monday, January 25th at 11:59pm EST.