Scott Collier, Vice President, Customer and Terminal Services, Greater Toronto Airports Authority, Canada

Speaker Biograghy: Scott is the Vice President, Customer and Terminal Services of the Greater Toronto Airports Authority, which manages and operates Toronto Pearson International Airport, Canada’s largest airport. He is responsible for leading profitable commercial operations, ensuring productive partnerships, promoting smooth and optimal customer flow throughout the terminals, and delivering a passenger experience that consistently supports and elevates Toronto Pearson’s brand and reputation. Prior to joining the GTAA, he was the Chief Operating Officer at PepsiCo Beverages Canada based in Toronto. During his tenure with PepsiCo Beverages, he held a number of senior sales and operating positions across Canada and internationally. His assignments included Vice President Retail Sales in Columbia, Maryland, and Vice President and General Manager in Mexico City. He received his MBA from the University of Windsor and his BA in Economics from Queen’s University in Kingston.


Day 1 - 14 March
Session:
Customer Service & Passenger Experience


15:05 - 15:40 - Change by movement not mandate – activating an airport
Synopsis: Toronto Pearson Airport and IDEO have been working together for the last few years to transform Toronto Pearson to become a world-class airport. We would like to share with you some of the journey we have been on, the lows and highs, and where it has taken GTAA to date. This is a presentation about harnessing the power of Toronto Pearson's 40,000 employees across multiple stakeholders towards one common purpose: the positive impact the airport can have on its passengers, its customers, and ultimately its business performance.

Audience will learn: