Ulla Jones (MSc Consumer Economics, IDBM) has been appointed Posti’s Director, Customer Experience. She started in her role in November. Ulla has more than 15 years of experience in customer-centric development and has pioneered service design and customer experience in Finland at companies such as DNA, OP and Arla Finland. At Posti she will play a strong role in developing the customer experience towards the company’s strategic goals. The role is new, and Ulla will report to Anna Salmi, who is responsible for Brand, Communications and Sustainability and a member of the Posti Leadership Team.
"Customer experience is my passion and that's why it's absolutely fantastic to be able to build a world-class customer experience at Posti, together with all Posti employees. The customer experience is not built by one person alone, it is built every day, in every encounter. We also need to know our customers better so that we are able to provide our customers products and services that deliver real value. We can strengthen emotional bond and meaningfulness, when the foundation is in place and the customer can trust us to deliver a consistent and coherent branded customer experience," says Ulla Jones.
"To ensure that the different encounters are a shared experience, we need to have clear notes on what we're trying to achieve when it comes to improving the customer experience. Ulla's job is to ensure that the different parts and aspects of the work around the company work together and that the experience is as good, coherent and consistent as possible from the customer's perspective. Ulla brings valuable insight on customer experience to Posti, and on behalf of all Posti employees, I welcome Ulla to Posti," says Anna Salmi.