Laura Kutlesa is the Director of Customer Experience at Nissan Canada Inc., a position to which she was appointed in November of 2023.
In her role, Kutlesa is responsible for leading the new Customer Experience organization, which places Nissan customers at the heart of everything that the company does. Kutlesa's responsibilities will include oversight of Customer Journey, Customer Experience and Quality, E-commerce, CRM, Contact Centre, and Vehicle Connected Services. Kutlesa and her team will seek to create a seamless customer experience by integrating online and offline customer journeys into a single, organized One Nissan, One Voice approach.
Prior to leading the Customer Experience team, Kutlesa held responsibilities in Customer Journey, Aftersales, Marketing, Analytics and Technology at Nissan Canada Inc. as well as other automotive brands. With over 15 years of experience in automotive, Kutlesa had the opportunity to touch on Customer Experience efforts within her various roles. Kutlesa's passion and leadership have also been instrumental in enabling a digital transformation at Nissan Canada that has maximized consumer engagement, and driven loyalty for both Nissan and INFINITI brands.
Kutlesa holds a Degree in Industrial Engineering from University Católica Andres Bello.
Laura Kutlesa can speak to the following topics:
- Her career as a female leader in the automotive industry
- Nissan's vision for an integrated customer experience and journey
- Customer Experience initiatives within Nissan Canada
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