Vice-President, Customer Experience
Isabelle joined Leger in February 2020 as the vice-president of Customer Experience to develop the company’s customer experience consulting practice.
From her role as a customer service agent in a call centre, Isabelle has rapidly evolved within pan-Canadian service companies. She has contributed to major projects in loyalty program management and redesign, the deployment of new customer channels (transactional website, chat), the creation of grassroots marketing initiatives, retail strategy, dissatisfaction management (complaints, Ombudsman relations) and transformation towards a customer-centric culture.
Results-oriented, she is known for translating strategic vision into operational-tactical impacts and rethinking processes to optimize employee and customer experience in omnichannel acquisition and retention activities.
Isabelle received her Certified Customer Experience Professional (CCXP) designation from the Customer Experience Professionals Association (CXPA) for meeting prescribed standards, passing a rigorous exam, committing to the CXPA Standards of Conduct and her ongoing professional commitment to developing the practice of customer experience management. As of 2019, Isabelle is one of only a handful of customer experience professionals in Canada to have received the CCXP designation.