Transformation Communications Lead

Communications Lead, Contact Center Transformation
2.5 Year Fixed-Term Contract

About Us
Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’ ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference.

The Opportunity
As our Communications Lead, you’ll be the business voice guiding the design, build and rollout of our omnichannel commerce (shopping cart) and Salesforce CRM platforms. Partner closely with Sales, Marketing, Contact Center and Technology to translate real world needs into user stories, validate solutions through UAT, and drive adoption, ensuring our tools truly support frontline workflows and guest experiences.
Key Responsibilities
Act as primary liaison for all user facing requirements during the design, development and launch of omnichannel and Salesforce systems.
Collaborate on user stories, wireframe reviews and demos; lead User Acceptance Testing with SMEs to confirm readiness for go live.
Coordinate with training and internal comms to produce role specific materials (job aids, quick start guides, FAQs) and monitor uptake across contact center and sales teams.
Propose and implement automations, dashboards and data quality improvements that boost agent performance, conversion and customer satisfaction.
Define success metrics for each release, track post launch adoption and impact, and surface enhancement opportunities to maximize ROI.
Qualifications
3 years + in a business facing or product owner role on CRM, e commerce or technology transformation projects.
Deep working knowledge of Salesforce (case management, lead tracking, dashboards) and omnichannel commerce concepts.
Proven ability to translate stakeholder needs into clear requirements and UAT scripts.
Strong facilitation and communication skills, with experience driving cross functional alignment and user readiness.
Highly organized and metrics driven, adept at balancing multiple priorities in a fast paced environment.
The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted. Read more