Isabelle Boucher

Isabelle Boucher Email and Phone Number

St Strategy Manager, Customer Journey Design @ TELUS Business
Toronto, ON, CA
Isabelle Boucher's Location
Toronto, Ontario, Canada, Canada
Isabelle Boucher's Contact Details

Isabelle Boucher work email

Isabelle Boucher personal email

n/a
About Isabelle Boucher

I'm a seasoned telecommunications manager with 20+ years of experience in business policy management, continuous improvement, and customer experience strategy, both as an individual contributor and as a leader.I've held many different roles over the course of my career, but the ones I'm most passionate about are the ones where I can solve problems, remove frustration and enable outstanding customer experiences. I thrive on crafting customer-focused journeys and streamlining business processes, from the initial design phase all the way through to the final execution.Let's chat about how I can contribute to enhancing your team's approach to designing better experiences.

Isabelle Boucher's Current Company Details
TELUS Business

Telus Business

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St Strategy Manager, Customer Journey Design
Toronto, ON, CA
Website:
telus.com/business
Employees:
2735
Isabelle Boucher Work Experience Details
  • Telus Business
    St Strategy Manager, Customer Journey Design
    Telus Business
    Toronto, On, Ca
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  • Telus Business
    Sr Strategy Manager, Strategic Transformation Team
    Telus Business Sep 2023 - Present
    Lead the design and implementation of key strategic projects for the TBS Commercial and Public Sector Product team, using service redesign, process optimization, and customer-centric service delivery enhancements to streamline operations and drive successful outcomes.
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  • Telus Business
    Sr Strategy Manager, Experience Design
    Telus Business Oct 2022 - Oct 2023
    Led process reinvention initiatives using a multi-disciplinary approach blending continuous improvement, project management and change management methodologies to enable cross-functional teams within TBS to design and implement creative solutions to their business problems.
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  • Rogers Communications
    Senior Manager, Continuous Improvement, Customer Policies & Ccts
    Rogers Communications Apr 2017 - Oct 2022
    Manage the teams responsible for agent-facing business policy documentation in knowledge management repositories used by Rogers and Fido frontline agents, and for the reduction of customer complaints filed with the CCTS, an independent ombudsman for the Canadian telecommunications industry.
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  • Rogers Communications
    Manager, Customer Policy
    Rogers Communications Feb 2013 - Apr 2017
    Managed a team of Sr Analysts responsible for the governance, implementation and documentation of customer-facing policy for the Rogers and Fido brands. Helped to implement policy changes required to comply with key legal/regulatory changes, including Wireless Code (2013 & 2017) and TV Service Provider Code (2017), as well as major business initiatives including voice-based authentication (2017).
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  • Rogers Communications
    Policy Specialist, Customer Experience Strategy
    Rogers Communications Dec 2009 - Feb 2013
    Developed and maintained the policy documentation used by frontline agents at Rogers and Fido. Participated in a major overhaul of policy content in knowledge management repositories, including the implementation of a standardized template and writing style.
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  • Rogers Communications
    Business Analyst (Rba And Security), Business Transformation
    Rogers Communications Jun 2008 - Dec 2009
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  • Rogers Communications
    Business Support Consultant, Rogers Business Services
    Rogers Communications Dec 2003 - Jun 2008
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  • Rogers Communications
    Bilingual Customer Service Representative
    Rogers Communications Sep 2002 - Dec 2003
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Isabelle Boucher Skills

Business Analysis Customer Experience Business Process Vendor Management Call Centers Requirements Gathering Business Process Design Business Process Mapping Analysis Visio Software Documentation Microsoft Excel Process Improvement Business Process Improvement Policy Analysis Policy Writing Customer Oriented People Management Team Management Contact Centers

Isabelle Boucher Education Details

Frequently Asked Questions about Isabelle Boucher

What company does Isabelle Boucher work for?

Isabelle Boucher works for Telus Business

What is Isabelle Boucher's role at the current company?

Isabelle Boucher's current role is St Strategy Manager, Customer Journey Design.

What is Isabelle Boucher's email address?

Isabelle Boucher's email address is is****@****ers.com

What schools did Isabelle Boucher attend?

Isabelle Boucher attended University Of Toronto.

What skills is Isabelle Boucher known for?

Isabelle Boucher has skills like Business Analysis, Customer Experience, Business Process, Vendor Management, Call Centers, Requirements Gathering, Business Process Design, Business Process Mapping, Analysis, Visio, Software Documentation, Microsoft Excel.

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