Karine Vigneault, PhD
Strategic Leader in Customer Experience, Innovation & Organizational Transformation
Montréal, CA.About
Highly accomplished PhD-level executive with a proven track record in strategic leadership, customer experience, and innovation, driving organizational impact through synergistic solutions. Adept at analyzing complex situations to define actionable priorities, mobilize teams, and achieve targeted results. Expert in navigating dynamic environments, managing priorities, and fostering client-centric transformations across public transport and healthcare sectors.
Work
Montréal, Québec, Canada
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Summary
Led the strategic definition and deployment of a pioneering ridership growth strategy, coordinated major corporate initiatives, and revitalized customer experience and innovation functions for a metropolitan transport network.
Highlights
Piloted the definition and deployment of the first-ever ridership growth strategy for bus and train services, effectively countering pandemic impacts and driving increased public transport usage.
Coordinated one of three major corporate strategies (Client Strategy), aligning cross-functional efforts to enhance organizational customer-centricity and service delivery.
Relaunched the customer experience function, delivering a comprehensive triennial plan to transition the organization towards a more robust client-oriented approach.
Revitalized the innovation function by implementing new principles and agile mechanisms, launching a pilot experiment that directly benefited users and fostered a culture of continuous improvement.
Directed the strategic development of Exo's mobility hubs and led the organization's expertise in accessibility, enhancing service inclusivity and reach.
Established a new department responsible for implementing transversal and strategic functions within the Client Engagement, Partners, and Mobility Innovation executive division, optimizing operational efficiency.
Montréal, Québec, Canada
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Summary
Co-led the comprehensive revision of executive management tools, supported performance improvement initiatives for teams, and spearheaded a corporate project to optimize complaint management.
Highlights
Co-piloted with the Executive Director the complete revision of executive management mechanisms and tools, including the implementation of annual master plans, a dedicated control room, and a comprehensive performance dashboard.
Supported managers in monitoring and enhancing team performance, specifically establishing a Center of Excellence within the Customer Relations Center to elevate service quality.
Initiated and led a corporate project focused on optimizing the intake and management of complaints, improving resolution efficiency and customer satisfaction.
Exo – Réseau de transport métropolitain
|Conseillère Principale - Expérience client et excellence opérationnelle
Montréal, Québec, Canada
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Summary
Implemented the initial performance management framework and tools for senior executive leadership and provided analytical support for continuous service quality improvement.
Highlights
Implemented the first performance management framework and tools for senior executive leadership, including a corporate dashboard, to enhance strategic oversight and decision-making.
Guided stakeholders in analyzing pertinent management information to continuously enhance service quality and Exo's overall performance results.
Montréal, Québec, Canada
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Summary
Implemented the initial performance management framework and tools for senior executive leadership and provided analytical support for continuous service quality improvement.
Highlights
Implemented the first performance management framework and tools for senior executive leadership, including a corporate dashboard, to enhance strategic oversight and decision-making.
Guided stakeholders in analyzing pertinent management information to continuously enhance service quality and Exo's overall performance results.
Montréal, Québec, Canada
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Summary
Supported leaders in analyzing management information to drive continuous improvement in service quality and overall corporate performance.
Highlights
Supported leaders in analyzing pertinent management information to continuously enhance service quality and Exo's overall performance results, contributing to data-driven decision-making.
Montréal, Québec, Canada
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Summary
Exercised influential leadership to position patient partnership as a strategic pillar in organizational planning, developed patient experience measurement tools, and co-directed quality improvement projects.
Highlights
Exercised influential leadership to establish patient partnership as a strategic pillar in the organization's planning, significantly enhancing patient voice in healthcare decision-making.
Evolved the organizational program for measuring patient experience and refined quality management tools to enable data-driven decision-making based on client feedback.
Co-directed the first quality improvement project fully executed in partnership with patients at MUHC, setting a precedent for collaborative healthcare initiatives.
Integrated patient partnership into the Accreditation process, developing new tools to incorporate client feedback into the prioritization of improvement actions.
Recruited and trained over 50 patients, effectively integrating them into quality improvement activities with clinical teams and deploying change management mechanisms for seamless collaboration.
Montréal, Québec, Canada
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Summary
Defined and deployed innovative patient partnership mechanisms for service quality improvement and co-piloted patient integration into an expertise center for trauma victims.
Highlights
Defined and deployed new mechanisms to launch an innovative patient partnership program, significantly improving service quality through direct patient involvement.
Co-piloted the integration of patient-mentors into the Expertise Center for Traumatic Amputation Victims, a groundbreaking project that secured major research grants and enhanced patient support.
Volunteer
Education
Awards
Bourse postdoctorale du Fonds de recherche du Québec – Société et culture
Awarded By
Fonds de recherche du Québec – Société et culture
Awarded a postdoctoral scholarship for research in society and culture.
Bourse du Programme de bourses d'études supérieures du Canada Joseph-Armand-Bombardier
Awarded By
Conseil de recherches en sciences humaines du Canada
Received a prestigious graduate scholarship from the Canada Joseph-Armand-Bombardier program for doctoral studies.
Bourse de maîtrise de la Fonds québécois de recherche sur la société et la culture
Awarded By
Fonds québécois de recherche sur la société et la culture
Awarded a master's scholarship for research in society and culture.
Languages
French
English
Skills
Strategic Leadership
Strategic Analysis, Strategic Planning, Organizational Impact, Synergy Creation, Innovative Solutions, Complex Problem Analysis, Priority Management, Change Management.
Customer Experience (CX) & Innovation
Client Orientation, Customer Experience Management, Innovation Management, Agile Experimentation, User-Centric Design, Mobility Hub Development, Accessibility Expertise, Service Quality Improvement.
Project & Program Management
Project Delivery, Continuous Improvement Initiatives, Risk Management, Agile Project Management, Program Development, Implementation Management.
Performance & Data Management
Performance Monitoring, Performance Dashboards, Data-Driven Decision Making, Management Information Analysis, Quality Management Tools, KPI Tracking, Operational Excellence.
Stakeholder Engagement & Communication
Influential Leadership, Collaboration, Patient Partnership, Stakeholder Management, Team Mobilization, Cross-functional Leadership, Communication Skills.
Research & Analytical Skills
Doctoral Research, Postdoctoral Research, Qualitative Analysis, Quantitative Analysis, Academic Scholarship, Problem Solving.
Organizational Development
Organizational Transformation, Process Optimization, Team Performance Improvement, Center of Excellence Establishment, Change Management Mechanisms, Functional Implementation.