Every WestJet journey has the potential to enrich lives; a career with us is no exception.
WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now were going global.
Join us and love where you’re going.
Remote Work:
This position is eligible for remote work, within Calgary, under our mobile workforce program.
Overview of Role:
As an Intermediate Experience Owner within the Experience Management team, you will play a pivotal role in driving the strategy, design, and experience roadmap to elevate the experiences provided to our guests, WestJetters, and partners. Reporting to the Senior Experience Manager, Guest Engagement & Booking Channels, you will take on high-impact responsibilities, managing medium to large initiatives independently and collaboratively with cross-functional teams to ensure successful delivery. Your role will encompass a deeper focus on the strategy, design, roadmap and optimization of guest communications, booking channels, and overall experience continuity journey.
Through your curious nature and strong collaboration & relationship building skills, you develop and maintain strong working relationships with other Experience Management team members, Marketing, Loyalty, PRM, Contact Centre, Digital, IT, external partners and various teams across the organization to ensure the successful delivery of the strategy and roadmap. This role requires a passionate and experienced team member who will contribute to initiatives aimed at positioning WestJet as the most loved Canadian airline. This role will support both Guest Engagement & Booking Channels, with a primary focus on e-Commerce and booking channels.
Key deliverables include:
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Lead the design and execution of initiatives aimed at enhancing guest satisfaction across various touchpoints, ensuring simplicity, stability, and consistency.
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Develop and implement strategies to create exceptional guest experience moments, applying advanced principles of service design throughout the guest journey.
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Be a multi-lateral thinker who is comfortable working in both abstract strategic concepts and in tactical execution details with a strong understanding of guest journey design across multiple lenses and channels
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Create comprehensive initiative plans, identifying activities, artifacts, and design deliverables through the assimilation of data, guest and employee feedback and creation of clear journey outcomes and business requirements
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Collaborate with teams to navigate constraints, systems, and barriers to build scalable guest-centric solutions.
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Take ownership of initiatives with medium to large complexity, working independently while providing guidance to Experience Owners, Designers and delivery teams
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Utilize data, insights, and practicality to enhance guest experiences, fostering collaboration with team members and leaders. Where data and insights are not currently available or in place, work with teams to develop and iterate on reporting and data capabilities to measure impact of experience improvements.
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Utilize journey maps and service blueprints to identify opportunities for high-performing and high-value guest interactions.
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Drive the strategy, design, and roadmap for the guest journey through a deep understanding of business processes, research, insights, and traveler behavior.
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Establish influential relationships with internal and external stakeholders, contributing to the overall success of the Experience Management team.
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Demonstrate a deep understanding of e-commerce products, regulatory requirements, and policies.
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Showcase previous experience in leading initiatives independently, identifying improvement opportunities, and managing time efficiently.
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Act as a thought-starter and initiator, collaborating effectively with exceptional people and relationship-building skills.
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Facilitate co-design sprints, workshops, kickoff meetings, or brainstorming sessions to gain clarity on problem-solving and solution strategies.
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Possess strong analytical, problem-solving, and organizational skills, managing multiple tasks with adherence to tight deadlines.
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Exhibit a sound understanding of information architecture and systems thinking in the design of services and sales for WestJet products.
Experience and qualifications:
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Minimum 5-8 years of airline product or guest experience planning required.
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Minimum 5-8 years of airline booking channels and e-commerce experience is preferred.
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Bachelor’s degree in a relevant field or equivalent experience.
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Excellent verbal and written communication skills, influencing senior management decision-making.
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Proven ability to connect with team members and stakeholders, building strong relationships with respect, trust, and credibility.
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High motivation and commitment to work independently in a fast-paced, dynamic environment.
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Strong collaborative and team-oriented approach.
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Exhibit optimism, resiliency, and the ability to drive optimal outcomes in all scenarios.
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Demonstrate curiosity, organizational skills, attention to detail, and a self-starting attitude committed to delivering high-quality results.
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Uphold unquestioned business ethics, personal integrity, and a genuine commitment to WestJet’s values.
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we are a fit? Apply now!
About WestJet Group of Companies
Together with WestJets regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.
Our Safety Promise
At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.
WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJets operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJets Alcohol and Drug Policy.
Our Commitment to Diversity and Inclusion
We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know. We encourage all qualified candidates to apply. We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.
For more information about everything WestJet, please visit WestJet.com.
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