Nissan Canada announces New Customer Experience Approach and Leadership

Mississauga, Ontario – Nissan Canada Inc. (NCI) is announcing that Laura Kutlesa will assume the newly-created role of Director of Customer Experience, effective November 1st, 2023. The role is in response to NCI creating a new Customer Experience organization that places Nissan customers at the heart of everything it does.

While Customer Experience has always been a shared responsibility at Nissan Canada, centralizing all relevant functions will enable optimal management of end-to-end customer journeys, from strategy to solution implementation. The shift seeks to create a seamless customer experience by integrating online and offline customer journeys into a single, organized One Nissan, One Voice approach.

“Laura is an exceptional talent and through her leadership of this new Customer Experience approach, we’re further shifting our mindset towards creating life-long customer engagement,” says Steve Milette, president, Nissan Canada Inc. “We are focused on becoming the most trusted automotive provider in Canada and this is one big step in that direction.”

Kutlesa brings over 15 years of automotive experience, including almost 5 years at NCI across roles in Aftersales, Marketing, Customer experience, Analytics and Technology.

Her passion and leadership have 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’s responsibilities will include oversight of Customer Journey, Customer Experience and Customer Quality, E-commerce, CRM, Contact Centre, and Vehicle Connected Services.

She previously held the role of Senior Manager of Customer Journey at NCI. She will continue to be based out of Mississauga, Ontario.

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