Find Your Next Job

Director, Customer Experience

Posted on May 26, 2026

Toronto, Canada
0 - 0 USD (yearly)

Full Time

Director, Customer Experience job opportunity

JOB INFORMATION

Requisition ID: 13110
Number of Vacancies: 1
Department: Marketing and Customer Experience (20000003) - Head & Staff – Marketing & Customer Exp (30000003)
Salary Information: $134,789.20 - $168,550.20
Pay Scale Group: 12SA
Employment Type: Regular Full Time
New or Existing Vacancy: New Position

Weekly Hours: 35 Off Days: Saturday and Sunday Shift: Day
Posted On: May 26, 2026
Last Day to Apply: June 4, 2026
Reports to: Executive Director, Communications

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

The full Plan can be viewed on ttc.ca.

Career Opportunity

We are seeking a Director, Customer Experience (CX) to lead the creation of a people‑centred, multi‑sensory TTC experience. The Director is accountable for ensuring the TTC’s purpose—helping Toronto move easily, safely and confidently—is reflected across all physical and digital touchpoints, including wayfinding, digital interfaces, public art, announcements, lighting, tactile cues and environmental design.

What You Will Do

Lead the vision, strategy, and execution of a seamless, inclusive, multi‑sensory customer experience across all TTC physical and digital touchpoints. Ensure TTC’s purpose—helping Toronto move easily, safely, and confidently—is consistently reflected throughout the customer journey.

Key Responsibilities:

Set CX Strategy: Define and deliver a multi‑year, organization‑wide customer experience strategy aligned with TTC’s brand, service goals, and ridership priorities.
Cross‑Functional Leadership: Act as a strategist and integrator, aligning initiatives across departments and influencing external partners to ensure a cohesive, end‑to‑end experience.
Wayfinding & Information Design: Lead the creation of an intuitive, accessible wayfinding ecosystem across stations, vehicles, and digital platforms. Establish standards, governance, and performance metrics to drive continuous improvement.
Design Excellence & Accessibility: Embed inclusive, accessible design principles into all customer‑facing environments, communications, and interactions.
Digital Experience & Journey Planning: Own the vision and roadmap for digital customer information, ensuring a unified, accurate source of truth across channels. Use data and insights to enhance usability, adoption, and satisfaction.
Multi‑Sensory Experience: Shape visual, audio, and tactile elements to improve comfort, safety, and ease of use. Pilot and scale innovations that reduce friction and enhance the customer journey.
Collaboration & Placemaking: Partner with internal teams and external stakeholders on initiatives such as public art, retail programs, and development projects to ensure alignment with TTC’s customer‑centric vision.
Customer Service Leadership: Oversee and elevate customer service operations across all channels, strengthening responsiveness, issue resolution, and overall service quality through effective processes and data‑driven improvements.
Demonstrate behaviors that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment. Help to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies. Participate in the TTC Customer Service Ambassador Program.

What Skills Do You Bring?

Demonstrate appropriate and effective interpersonal communications through various media
Communicate in a variety of mediums
Demonstrate knowledge of the industry and / or sector
Demonstrate specialized expertise and knowledge in the assigned field
Gather information and conduct research
Manage projects
Use office technology, software and applications

What Qualifications Do You Bring?

Your educational backgrounding including completion of a university degree in architecture, industrial design, environmental design, graphic design, marketing, or a related field, combined with extensive years of related work experience; or a combination of education, training, and experience deemed equivalent.
Strategic leadership experience in complex environments
Strong business acumen; senior‑leader advisor
Deep customer experience and customer‑centred design expertise
Senior leadership of large union and non‑union teams; collective agreement experience
Skilled in customer data analysis, insights, and journey mapping
Knowledge of CRM systems and customer service technologies
Strong grounding in business, budgeting, HR, communications, and research
Expertise in design, wayfinding, accessibility (AODA), and graphic/corporate design
Excellent communication, collaboration, and conflict‑resolution skills
Strong project management and prioritization abilities
Proficient with Microsoft Office, Adobe Suite, and project management tools

What We Offer

Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.
One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan.
A comprehensive package that covers health, dental, vision and more.
Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570 or Jobs@ttc.ca . Any information received related to an accommodation will be addressed confidentially.

General Prohibition in Hiring Process

The TTC is also committed to a fair hiring process based on job related qualifications, merit, and abilities. You are expected to write your own materials and provide your own qualifications and experiences during the hiring process. The TTC will not tolerate the use of artificial intelligence or external resources in any of your submissions or responses, or the disclosure of interview questions to others. By submitting your application, you acknowledge and agree to the following:

The use of any artificial intelligence (AI) tool including, but not limited to, ChatGPT and Microsoft Copilot, to generate or produce any information or materials to be submitted or any response to any assessment question or any interview question, is prohibited.
All information and materials you submit, including resume, cover letter, and assessment responses, are your own original work without the use of any AI tool
During any interview, your response to any interview question is your own without the use or assistance of any AI tool or any person.
You will not disseminate or disclose to any person any interview question.

Should you breach the prohibition of AI tool use, or information dissemination or disclosure, you will be in violation of TTC’s hiring process and TTC may withdraw your application and may prohibit you from participation in the TTC hiring process.

Relatives of TTC Employees

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.

Tailor Your Resume for this Job

Share with Friends!