Senior Advisor, Product & service

 Reference Number : 1400 

Status : Permanent - Full-time  

Annual Salary / Hourly Rate : $91 506 - $107 654

Number of positions to be filled : 1 

Application Deadline : 08/13/2026

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility. 

The Product and Service team is responsible for designing and managing the customer experience as it relates to product and services across the customer journey, with an emphasis on board trains and in station. Customer satisfaction being at the heart of our business, we work in close collaboration with other departments to plan and implement continuous enhancements, ensuring that we anticipate our customer needs and wants supported by customer and market research. 

The Senior Advisor, Product and Service will work to formulate strategic plans for network services, ensuring alignment with departmental objectives and the specific needs of each route. This role involves collecting and analyzing data, identifying opportunities for improvement, developing business cases and project plans, and providing functional leadership to team responsible for the implementation of initiatives and projects.

RESPONSIBILITIES: 

Design and develop product and service strategies, in alignment with the Customer Journey strategy, and in collaboration with internal and external partners:

• Collaborate with internal and external partners to conduct and analyze market research, identifying customer needs, growth opportunities, industry trends, and competitive dynamics;
• Work cross-functionally with teams and suppliers to design innovative product and service strategies that enhance the overall customer experience and sustain competitive advantage;
• Lead the advancement of recommended product and service strategies into robust business cases, strategic assessments, and actionable implementation plans in partnership with management and key stakeholders;
• Translate research insights, customer feedback, operational realities, and stakeholder requirements into clearly defined business needs, detailed specifications, functional requirements, and decision-making frameworks;
• Partner with Finance to develop financial assumptions, perform cost-benefit analyses, and build scenario models, ensuring recommendations are supported by rigorous financial insights to inform prioritization and investment decisions;
• Define clear objectives and establish KPIs, including measurement frameworks and reporting cadence, to track performance and support the successful execution of strategic initiatives;
• Deliver strategic recommendations that balance customer experience, commercial objectives, operational feasibility, financial performance, and alignment with the broader Customer Journey and departmental priorities.

Develop and lead project implementation plans, based on approved business cases and/or strategic assessments:

• Formulate comprehensive project plans in collaboration with team and stakeholders ensuring to assess operational and commercial requirements for optimal implementation;
• Collaborate with project stakeholder to define scope, objectives and success criteria. Develop and manage timelines and milestones, identify risks and develop mitigation plans. Facilitate planning for training;
• Develop and execute change management strategies by assessing the impact of proposed changes, analyzing stakeholder readiness, and creating targeted communication plans. Ensure all change activities are fully integrated into broader project plans to maintain alignment and effective implementation;
• Develop quality control processes to ensure project deliverables meet established standards and specifications.

Strategic Leadership and Project Management Oversight:

• Provide strategic leadership for product and service initiatives within the unit. Shape and influence the strategic direction by setting priorities, guiding the development of business cases, and ensuring alignment with departmental and organizational objectives;
• Provide expert guidance, direction, and recommendations that inform decision‑making. Oversee project execution at a strategic level, monitoring progress, identifying risks, and addressing issues to ensure delivery aligns with the unit’s priorities;
• Support the team in defining and aligning project objectives, success measures, and deliverables to ensure consistency with strategic priorities. Ensure that outcomes are evaluated and that insights and recommendations are developed and provided to inform the Director’s future direction and planning;
• Lead through influence by supporting and guiding team, ensuring their work is aligned with the broader strategic vision. Foster collaboration and accountability while removing barriers to successful execution;
• Strengthen organizational capability by promoting best practices, providing subject‑matter expertise, and enabling knowledge transfer. Contribute to continuous improvement of product, service, and delivery outcomes;

Support team and cross-department initiatives:

• Collaborate on all other day-to-day activities as required;
• Support VIA’s social responsibility programs by working in close collaboration with subject matter experts to ensure alignment and compliance with product and service strategies, including DEI, accessibility and sustainability;

WHAT WE ARE LOOKING FOR:

• Degree in Marketing, Business Administration or related field required;
• Minimum 8 years of meaningful experience in strategic development, project management, and customer experience development and management;
• Proficiency with Microsoft Suite, as well as project management software and tools;
• Experience with market research, data analysis and business case development;
• Strong analytical and problem-solving skills;
• Proven experience in project planning and implementation, including the ability to manage multiple projects;
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams;
• Passion for customer service considered essential;
• Hybrid work model;
• Must be available to travel, specifically to Ottawa, Toronto, Halifax, Winnipeg and Vancouver (approximately 10-20%);
• Excellent written and verbal proficiency in both official languages (English/French). 

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.

If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.

Note that we will only contact those who are selected for an interview.

Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!