Analyste - Dossier processus et transformation - Soutien au client - Temporaire

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The Process and Transformation File Analyst - Customer Support plays a central role in supporting the end-to-end realization of customer support process management initiatives impacting Service Centres and Customer Recovery. The incumbent ensures that all customer support process management initiatives follow a structured lifecycle, comply with governance standards, and meet operational readiness requirements prior to deployment. They are also responsible for the overall performance tracking of all customer support process management initiatives, ensuring that key performance indicators, assumptions, and metrics are defined, measured, and validated consistently across the portfolio.

This analyst also provides strategic cross-functional coordination for the customer support process management function, maintaining a unified initiative roadmap, proactively flagging risks and dependencies, controlling the intake of new requests, and ensuring the manager has clear visibility into priorities, issues, and cross-functional impacts.

Responsibilities:

• Drive end-to-end governance and standards for customer support process management initiatives, ensuring scope, requirements, risks, and dependencies are clearly defined, approved, and consistently applied.
• Maintain a single portfolio of customer support process management initiatives, tracking status, timelines, dependencies, milestones, risks, expected deliverables, and cross-functional commitments with precision and structure.
• Develop and maintain the customer support process management initiative roadmap, translating strategic priorities into a clear, forward-looking sequence and ensuring alignment and visibility across the entire customer support process management team.
• Ensure all initiatives have comprehensive, accurate, and approved governance artifacts, including charters, overlapping technical processes, operational process flows, ACpedia updates, readiness checklists, scope definitions, and decision logs.
• Oversee the overall performance tracking of initiatives for the customer support process management team by defining key performance indicators, establishing baselines and expected outcomes, validating expected outcomes against actual results with the assistance of the Quality Optimization team and the Customer Insights, Reporting and Analytics (CIRA) team, and supervising Power BI reports highlighting efficiency gains, call driver reductions, and customer experience metrics.
• Produce high-quality portfolio dashboards, summaries, decision notes, business cases, readiness summaries, and executive communications that translate portfolio data into actionable insights.
• Manage the intake and prioritization process for all customer support process management initiatives, acting as a gatekeeper to ensure submissions are complete, criteria-compliant, and ready for executive presentation.
• Provide the structure and governance framework enabling managers and customer support process management advisors to focus on strategic direction, subject matter expert content, requirement elaboration, and decision-making.
• Monitor risks, issues, and impacts across all initiatives, ensuring proactive mitigation, clear communication, and rapid escalation as needed.
• Maintain highly organized repositories, ensuring version control, traceability, and document accessibility for all initiative stakeholders.
• Apply Lean, Six Sigma, Agile, and project management office best practices to strengthen governance, process structuring, and continuous improvement within customer support process management.
• Identify process simplification, automation, and modernization opportunities that reduce operational friction and enhance customer and agent experiences.
• Act as a governance pillar and operational integrator, ensuring customer support process management standards, control points, and quality expectations are consistently applied.

Qualifications

• Undergraduate degree in administration, operations, aviation, engineering, digital technology/information technology, or equivalent experience.
• At least three years of experience in project coordination, project management, operational excellence, transformation, or process improvement.
• Experience supporting or coordinating cross-functional initiatives.
• Knowledge of Lean, Six Sigma, Agile, or other structured methodologies.
• Experience in Service Centres, Customer Recovery, Airports, or other operational environments is an asset.
• Excellent understanding of operational readiness, process documentation, workflow design, and execution.
• Proven punctuality and reliability to drive overall team success in a fast-paced environment.

Skills and Abilities

• Excellent project coordination, planning, and organizational skills.
• Good stakeholder management and relationship-building abilities.
• Ability to influence without authority and collaborate with diverse teams.
• Excellent oral and written communication skills, including preparing materials for senior executives.
• Strong analytical and problem-solving skills; ability to interpret operational data and readiness indicators.
• High attention to detail, with precise and rigorous documentation.
• Ability to organize and synthesize information in fast-paced environments or those involving some degree of uncertainty.
• Technical proficiency in workflow tools, operational systems, and digital knowledge platforms.

Other Requirements

• Occasional travel may be required.
• Knowledge of ACpedia, Interactive Voice Response (IVR) systems, the Harmonie program, Confluence, or similar operational platforms is an asset.
• Understanding of operating technologies, system interactions, or workflow automation is an asset.

Conditions of Employment:

Candidates must be eligible to work in the country concerned at the time an offer of employment is presented and are responsible for obtaining necessary work permits, visas, or other authorizations. Proof of eligibility must be provided prior to the start date.

Language Requirements

All things being equal, 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 workplace that highlights the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications to build a workforce that is varied and representative of our customers and the communities where we live and serve.