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Senior Program Analyst, Guest Experience

Vancouver Airport Authority

This is a Contract position in West Vancouver, ia posted November 20, 2022.

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), YVR is made up of a team of diverse people who are working collaboratively to Connect BC proudly to the World.

Safety is at the core of everything we do; we’re innovative, fun, and we invest in our people.

With high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness, we’re looking for someone to join our team.

Vancouver Airport Authority strives for a workplace that reflects the diversity of the communities we serve.

We support the Employment Equity Act and take measures to ensure fair employment practices and treatment of employees across our organization.

We welcome applications from all qualified candidates, including women, Aboriginal peoples, persons with disabilities and members of visible minorities.

We encourage applicants to self-identify with a designated group(s) to support our team in filling gaps in areas where we can be more diverse.

We are also happy to provide reasonable accommodations throughout the selection process and while working at YVR.

If you require support applying online because you are a person with a disability, please contact us at 604-303-3152 or .

We have a permanent, full-time opportunity for a Senior Program Analyst, Guest Experience in the Airport Operations Department.

Key responsibilities include: Performing detailed analysis using business intelligence tools and other data sources to support operational decision making to enhance airport processes, services, program development and the overall Guest Experience team Leading the implementation of changes that directly impact and improve airport operations and the guest experience Developing and implementing new and innovative programs to enhance the guest experience Developing and implementing service quality assurance audits and KPI programs for the Guest Experience program Evaluating business processes, current operational standards, services, programs, policies and procedures, and implementing strategies to improve current practices Providing leadership and oversight in developing, documenting and communicating program operational plans for the Guest Experience team Managing complex projects and providing project management expertise Working in a multi-team environment, building and maintaining positive and effective relationships with Guest Experience Supervisors and Representatives, air carriers, government agencies, contractors and other Airport Authority departments Participating in incident investigations Leading seasonal planning workshops to prepare for peak period operations Playing a lead role in emergency exercises and irregular operations Preparing and presenting formal reports and recommendations to senior management Additional duties as assigned Key qualifications include: Minimum 5 years’ experience in an operational setting, supplemented by a bachelor’s degree with a focus on business; or an equivalent combination of training and experience Experience in an airport operations and front-line customer service environment Highly adaptable with the ability to work in a fast-paced, ever-changing environment Experience with business intelligence tools and analysis of large data sets is strongly desired Proven analytical and critical thinking skills, sound judgment and the ability to formulate decisions at times without established guidelines Demonstrated experience related to business process and service delivery; assessing, developing and implementing plans Advanced MS Excel and computer skills including experience with data analysis programs/methodology used to enhance services or evaluate and recommend process improvements Proven leadership skills and ability to support a large and diverse front-line team Strong program implementation skills and change management experience A commitment to customer service excellence combined with the ability to work within regulatory and industry demands Excellent communication and interpersonal skills with the ability to negotiate and mediate situations with diplomacy Demonstrated organizational and time management skills including a proven ability to work with minimal supervision Excellent problem solving skills This position is open to both Vancouver Airport Authority employees and external candidates.

Previous job performance will be taken into consideration for all internal candidates that apply for this position.

Vancouver International Airport is a Living Wage employer.

This means all Vancouver Airport Authority workers earn at least a living wage.

Living Wage for Families B.C.

has determined the hourly rate of pay at which a household can meet its basic expenses.

The 2022 living wage rate in Metro Vancouver is $20.52.

Health and safety are at the core of how we operate at YVR.

We are committed to ensuring a safe workplace for our workforce and protecting the health and safety of our employees, passengers, partners and community by taking reasonable, preventative measures to reduce the risks associated with COVID-19.

On June 20, 2022, the Government of Canada suspended the requirement that employees of federally regulated workplaces be fully vaccinated against COVID-19.

Candidates are advised that the current suspension of the vaccination mandate may be revoked by the Government of Canada at any time, and that vaccination requirements may be reintroduced in the future.