Service Learning Designer

Air Canada • Dorval, QC

4d • Hybrid

About The Position

The Service Learning Designer supports the execution of Air Canada’s service identity by partnering closely with Service Designers and CX leaders to bring our unique service approach, “Air Canada-ness”, to life. This role adapts and embeds service rituals and signature behaviours into the employee experience across front line branches including Inflight Service, Contact Centres and Airports, supporting consistent reinforcement through learning and operational routines. The Service Learning Designer supports organizational change by translating service identity into actionable tools and experiences, shaping both employee engagement and customer experience. By enabling the adoption and sustainment of service identity practices, this role amplifies the impact of the broader service design team and supports Air Canada’s ambition to become the world’s best airline.

Requirements

• Bachelor’s degree in Organizational Development, Human Resources, Education, or a related field; certification in Facilitation, Change Management, or Learning & Development is an asset.
• 3+ years of experience in Learning & Development, Service Design, or CX Enablement.
• Experience embedding cultural or behavioral frameworks.
• Strong facilitation and instructional design skills.
• Ability to translate abstract concepts into practical tools.
• Familiarity with adult learning principles and change management.
• Excellent communication and storytelling skills.
• Experience in operational or unionized environments is an asset.
• Strong collaboration and stakeholder management skills.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Nice To Haves

• certification in Facilitation, Change Management, or Learning & Development is an asset.
• Experience in operational or unionized environments is an asset.

Responsibilities

• Support translation of service identity and cultural rituals into actionable learning programs and tools ensuring strategic alignment and measurable impact across multiple branches and business units.
• Collaborate with trainers, facilitators, and training design managers to embed service rituals learning artifacts into operations learning programs including new hire, recurrent and skillset training.
• Assist in the design and execution of service activation experiences for groups not covered by HR programs, supporting defined program needs and driving adoption of service identity practices within assigned area.
• Maintain, implement, and continuously improve toolkits, playbooks, and job aids to support widespread adoption and sustainment of cultural rituals, ensuring scalability and consistency.
• Collaborate with Operations teams to support coordination across teams and seamless integration of service identity initiatives within the broader service design ecosystem.
• Facilitate high-impact workshops and immersion sessions, fostering innovation and deepening employee understanding of service identity and its role in customer experience.
• Design and develop learning blueprints and other collateral and partner with appropriate learning professionals to embed into onboarding and leadership development programs, shaping long-term employee experience and reinforcing Air Canada’s brand values.
• Support updates to activation guidelines within the Service Design System, ensuring relevance, adaptability, and alignment with evolving business needs and strategic priorities.
• Collaborate with stakeholders including Workforce Planning, HR Learning and front-line training to drive organizational change, capability building, and operational excellence.
• Escalate and support resolution of barriers to adoption in collaboration with local leaders, implementing targeted solutions to ensure successful integration and sustainment.
• Ensure emotional tone and safety standards are always reflected in all activation initiatives, proactively managing risks, compliance, and employee well-being.
• Share observations and feedback with leaders as appropriate to support embedding rituals, influencing leadership practices, team culture, and organizational alignment.
• Continuously evolve activation strategies based on feedback, data analysis, and emerging best practices, driving innovation and sustained impact across the organization.

Benefits

• Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment.
• Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.
• Based on equal qualifications, preference will be given to bilingual candidates.
• Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
• As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level