Reporting to the Associate Director, Passenger Programs and Experience, the Manager, Experience Development drives transformation of the passenger journey by embedding customer experience principles across Toronto Pearson’s physical and digital environments. The role brings our Concept of Experience to life by translating its vision into integrated, intuitive and distinctly Toronto Pearson experiences. By leveraging emerging technologies and experience-led solutions, the Manager reduces friction, responds to evolving passenger needs and advances customer experience and commercial objectives. Working across the organization and with external partners, the role turns strategic priorities and customer insights into measurable outcomes.