Yodel to aid customer experience with new role
UK parcel carrier Yodel has appointed Natalie Beckerman to the company’s Executive Board under the position of customer experience director. This is a newly created role, with responsibility for representing the views of customers.
Yodel said that Beckerman has “specialised in designing customer satisfaction and improvement programmes with some of the UK and world’s leading companies in hospitality, travel and retail”.
The new position is central to the company’s ambition to be “the customer champion for delivery by offering the highest level of convenience, unrivalled choice in delivery options and truly great customer service”, a statement said.
Beckerman was previously head of customer and people experience with Telefonica O2 UK. She said: “It’s great to join a forward-looking company that is prepared to challenge industry traditions on customer service.
“I’m passionate about people and service delivery. Yodel is convinced that the industry can better serve customers and we are looking at new and innovative ways to achieve that.
“We must ensure that the services we offer are in step with the needs of today’s customers.”
Commenting on the news, Yodel chief executive Jonathan Smith said: “l am very excited about Natalie’s appointment. She will put the customer at the Board Table for us.
“Natalie brings a wealth of experience and expertise that the company and its customers will benefit from. She will give us the step change we need to be our customers’ ideal delivery partner. We have a great leadership team at Yodel and Natalie is a great addition.”
