Justin Thibault is Director of Citizen Services at the Ville de Gatineau, where he drives the transformation of citizen services across in-person, digital, and phone channels. He specializes in customer experience, organizational strategy, and large-scale change that delivers measurable impact for both people and institutions.
With experience managing communications teams, leading service excellence initiatives, and guiding transformation projects in both Canada and the United States, Justin has built a career on improving how organizations connect with the people they serve. Recognized as a skilled facilitator and change leader, he builds alignment, strengthens teams, and fosters a culture of continuous improvement.
Justin holds degrees in Political Science, Psychology, and an MBA from the University of Ottawa. Fully bilingual in French and English, he has worked across North America in both public and private sectors.