Leslie Millan, Head of Marketing and Customer Experience – TTC
Leslie is currently Head of Marketing and Customer Experience at the TTC leading brand reputation, customer experience enhancements and revenue strategies. She is responsible for a large team of experts and external partners to deliver transit marketing, digital strategy, advertising revenue, retail partnerships, licensing, branded merchandise, sponsorships, events, customer service communications, design/way finding and print services.
In 2017 after 10 years working at the Ontario Ministry of Health developing award-winning behavior change marketing and communications in support of policies, programs and services she changed sectors and joined Metrolinx, the province’s regional transit agency. A life-long transit geek she was thrilled to join Metrolinx to advance brand reputation and culture change initiatives while achieving revenue goals for service brands GO Transit, UP Express and Presto. She won even more marketing industry awards with stand-out work for GO Transit with a bus disruption at the Toronto AutoShow and the Metrolinx progress campaign called, It’s Happening.
With deep experience in both the private and public sectors, Leslie approaches every new business challenge by considering the customer first and asking critical questions: what are the current customer attitudes, behavior and biases that we can affect with policy, service design, incentives and marketing to drive the desired outcomes? She is looking forward to sharing her insights about marketing transit in a post-pandemic world.