Shape the Journey, Not Just the Destination! Join a Leading Airport Organization as a Passenger Experience & Programs Officer Agilus by Synergie is recruiting for a Passenger Experience and Programs Officer in the transportation industry in Victoria, British Columbia. Are you passionate about creating exceptional customer experiences? This unique opportunity combines customer experience leadership, program management, community engagement, and operational collaboration in a dynamic airport environment. As Passenger Experience and Programs Officer, you'll lead initiatives that enhance every stage of the traveler journey, from accessibility programs and customer feedback systems to terminal enhancements, special events, and passenger services. If you thrive on creating memorable experiences and driving continuous improvement, this role offers the chance to make a visible impact every day. Total rewards: $53.01 hourly Starting hourly rate of $53.01, increasing to $55.81 following successful completion of probation 37.5-hour work week with regular administrative office hours Municipal pension plan Comprehensive benefits package effective from day one Three weeks of vacation to start Opportunity to influence the experience of millions of travelers annually Collaborative and community-focused workplace environment Career growth within a respected and highly visible transportation organization A typical day: Lead initiatives that enhance passenger satisfaction across all airport touchpoints Manage customer feedback programs, surveys, reporting, and improvement plans Develop and deliver customer service training programs for staff and stakeholders Oversee accessibility, passenger assistance, and customer-focused programs Coordinate terminal wayfinding, amenities, signage, and passenger information services Manage passenger experience programs, events, public space requests, and community engagement activities Monitor industry trends and implement innovative technologies and service enhancements Collaborate with internal teams, service providers, community partners, and regulatory stakeholders to improve the traveler experience Successful candidates will have: Post-secondary degree in Hospitality, Business, Marketing, or a related field Minimum 5 years of customer experience, hospitality, aviation, or service-focused leadership experience Proven success developing and implementing customer-centric programs and initiatives Strong project management skills with the ability to manage multiple priorities simultaneously Excellent communication, presentation, and stakeholder relationship-building abilities Experience analyzing customer feedback and using data to drive improvements Advanced proficiency with Microsoft Office and customer experience measurement tools Eligible to work in Canada and able to obtain and maintain Airport Security Clearance (RAIC) This posting is for an active opening.