Service Learning Designer

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

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.

This position may be located in Montreal or Toronto.

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.

Qualifications

• 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.