Denis Pinsonneault, Chief Customer Experience Officer

As Chief Customer Experience Officer, Denis Pinsonneault is in charge of activities directly related to customer experience within stations and on board trains. He also supervises Real Estate to ensure synergy between those who do station maintenance and those who work in stations. Moreover, he oversees Customer Advocacy Teams, which ensure the regular exchange of information as well as consistency of customer experience support activities.

Denis Pinsonneault joined VIA in January 2004 as vice president, Human Resources. During his mandate, he transformed this area of the company, which now has a more strategic and advisory role for management and employees. The department was renamed People and remained under Mr. Pinsonneault’s leadership until the winter of 2010, when he was promoted to Chief Customer Experience Officer.

Holder of a BA in industrial relations at the Université de Montréal, Mr. Pinsonneault’s career began in Agropur in 1977. In 1996, he became general manager, Customer Service at Bell Canada, where he played a key role in the expansion of Bell's call centres from 1999 to 2000, in addition to being president of the Darome Teleconferencing Inc. subsidiary. Before joining VIA, he was vice president, Human Resources at BCE Emergis.

Mr. Pinsonneault was a member of the board of directors of the Association des professionnels en ressources humaines du Québec and was instrumental in the merging of this association with the Ordre des conseillers en relations industrielles du Québec.