Vice-President, Customer Experience, Leger Metrics
A graduate of HEC Montréal (BBA, with a specialization in marketing) and CCXP Certified from CXPA, Isabelle joined Leger in February 2020 to develop the Leger Metrics customer experience consulting practice. Results-oriented, she is recognized for translating strategic vision into operational-tactical impacts, and for rethinking processes to optimize the employee and customer omnichannel experience in acquisition and retention activities.
From her role as a customer service agent in a call centre, she quickly progressed within pan-Canadian service companies where she contributed to major projects in loyalty program management and redesign, deployment of distribution channels (transactional sites, chat), creation of grassroot marketing initiatives and managing dissatisfaction (complaints, relations with the Ombudsman). This career path could only prepare her to excel as a Customer Experience (CX) professional!
As the lead of the Leger Metrics CX consulting practice, she will support our clients in the following activities: Aligning the customer experience measurement with the brand promise; Translating VoC insight into operational coaching; Auditing and reinventing the customer journey according to priority personas; Defining the change management plan to implement this journey within the company; Providing employees with the tools (know-how & soft skills) to give expression to the brand promise on a daily basis.