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.