Joanie Dion, CCXP

I am a member of the CX department at Léger, a marketing research firm, where I hold the position of Associate Vice-President, CX Solutions and Services. With over 15 years of experience in customer experience (CX) research and project implementation, I manage and ensure the success of ongoing Voice of the Customer (VoC) programs, providing specialized consulting services in CX/VoC. My expertise spans the planning and execution of CX and VoC programs, survey methodologies, key metrics recommendations, customer journey mapping, ROI analysis, dashboard design, project management, program documentation, training, and strategic advice tailored to client needs.

Certified on the Medallia and Qualtrics platforms, and holding the prestigious CCXP (Certified Customer Experience Professional) certification from the CXPA, I excel in implementing VoC and CX solutions. I have successfully led the deployment of an uncountable number of VoC programs across various industries, including banking, airports, transportation, retail, and insurance. Additionally, I play a key role in the strategic support of these programs, developing client presentations and crafting tailored service proposals.

A graduate with a Bachelor of Commerce (B.Com.) from McGill University, specializing in marketing and global strategy, I recently earned a brand management certification from the University of Toronto in 2024 and I completed a CX master class certification with Mark Slatin. My diverse background, including my experience as a marketing director, along with my strong analytical skills, creativity, and attention to detail, enables me to provide strategic recommendations to top-tier clients. With seven years of leading projects at Léger, I have successfully managed numerous CX research and implementation initiatives, solidifying LégerCX’s position as a key partner for companies looking to enhance, prioritize, and optimize their customer experience strategies.