Description
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
This position may be location in Montreal or Toronto.
Lead the change management strategy that enables adoption of Air Canada’s service identity across all branches. This includes stakeholder engagement, readiness planning, and frontline enablement to ensure smooth and sustained cultural transformation.
Responsibilities:
- Develop and execute change strategies to support service identity adoption across branches.
- Map stakeholders; build alignment, sponsorship, and readiness.
- Create readiness assessments and plans tailored to operational realities and constraints.
- Design change enablement programs and toolkits for frontline teams and leaders.
- Collaborate with Service Designers and the Service Activation Lead to align change efforts with design intent.
- Facilitate workshops, roadshows, and briefings to build understanding and momentum as it relates to change management activities.
- Develop communication plans and materials in partnership with Communications.
- Monitor adoption and engagement metrics; course-correct based on evidence.
- Identify barriers to adoption; develop mitigation strategies and leader playbooks.
- Coach leaders on reinforcing service identity behaviors and rituals.
- Ensure change efforts are inclusive, psychologically safe, and culturally sensitive.
- Maintain documentation, FAQs, and self-serve enablement assets.
- Partner with HR and Operations to embed changes into SOPs and routines.
- Surface feedback from the field to inform ongoing change strategy.
- Report progress, risks, and insights to CX Design leadership and governance forums.
Qualifications
- Bachelor’s degree in Business, Organizational Development, Human Resources, or a related field; advanced degree or certification in Change Management is an asset.
- 3-5+ of experience leading change initiatives in complex, multi-site operational environments.
- Proven experience leading cultural transformation in complex operations.
- Proven ability to design and deliver change enablement programs, toolkits, and communication strategies.
- Experience using data and feedback to monitor adoption, identify barriers, and adjust strategies.
- Strong facilitation, stakeholder engagement, and communication planning skills.
- Familiarity with change frameworks (e.g., ADKAR, Kotter) and measurement.
- Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Conditions of Employment:
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.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
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.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
