Director, Customer Experience

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?

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.