Director, Product Strategy and Customer Journey

Company Description

Be part of the journey!

Our mission is to be the preferred airline of our customers and our team.

Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day. Our dedication has earned us the title of the world's best leisure airline multiple times, and we’re just getting started.

Want to join us? You will have the chance to enjoy exclusive travel privileges to explore the world and create unforgettable memories. You will also have the opportunity to work in a modern, inspiring environment.

Job Description

Reporting to the Vice President of Marketing and Loyalty, the Director of Product Strategy and Customer Journey is responsible for the design, development, positioning, and evolution of Transat’s air travel offering, while ensuring a consistent and distinctive customer experience. This strategic role aims to maximize commercial performance, customer satisfaction, and the company’s competitiveness in its target markets.

Key Responsibilities :

 Product Offering Development

• Define the overall strategy for air products (in-flight, at the airport).
• Manage the product portfolio: performance analysis, decisions on evolution or retirement.
• Identify high-potential market opportunities.
• Ensure consistency across product ranges based on segments and target markets.
• Define USPs and marketing assets (videos, product sheets, menus, etc.).
• Co-develop pricing offers (excluding seats) with Pricing and Revenue Management teams.

Customer Experience

• Lead the strategy for the entire marketed customer experience and its components.
• Define standards for the marketed customer experience.
• Monitor key indicators: revenue and unit cost per passenger, satisfaction rate, competitiveness.
• Collaborate with Finance, Airline Operations, Procurement, and Cabin Design departments to improve quality, control costs, and develop new products.
• Implement continuous improvement processes: concept validation, pilot phases, upgrades.

Go-to-Market

• Define the marketing positioning of air products.
• Oversee the production of B2B and B2C materials.
• Support commercial and operational marketing teams in go-to-market efforts.

Voice of the Customer

• Lead the Voice of the Customer program: active listening, signal consolidation, strategic recommendations.
• Map and analyze the cross-functional customer journey.
• Support Journey Owners in defining service standards and action plans.
• Monitor CX and marketing trends in the travel industry.

Interactions and Governance

• Close collaboration with teams: Commercial, Revenue Management, Pricing, Program, Finance, Operations, Procurement, Cabin Design.
• Cross-functional leadership with Journey Owners.
• Direct reporting to the Vice President of Marketing and Loyalty.

Qualifications

• University degree in business practices, marketing, or a related field.
• Minimum 7 years of experience in the airline industry.
• Minimum 5 years in a product strategy or offer management expert role.
• Strong command of product, customer, and financial performance indicators.
• Excellent analytical skills and methodological rigor.
• Outstanding verbal and written communication skills.
• Bilingualism in French and English is essential.*
• CX practice expertise is an asset.
• Strong organizational skills, team spirit, and willingness to travel.

*A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally.

Additional Information

Employment Equity

At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs.