ArrowXL appoints Head of Customer Experience
UK-based two-person home delivery specialist ArrowXL has appointed Fauzia Mulla as Head of Customer Experience.
In a career spanning almost 20 years, Mulla has gained significant experience in digital transformation, contact centre management and enhancing the customer journey. She previously spent nine years working at Three Mobile UK, where she held roles such as Retail Customer Experience Manager, Lead Change Manager and most recently Head of Support Performance.
She began her career at Tracmail India after graduating from the University of Mumbai with a first-class honours degree in physics and computer sciences.
Commenting on her new role, Mulla said: “I am excited to be given the opportunity to shape ArrowXL’s new customer experience strategy, which will be based upon four pillars: placing the customer at the heart of everything we do; taking pride in our quality of service; providing a hassle-free service; and acting in a sustainable manner.
“As part of my role, I will also be taking responsibility for our contact centre, which is based at our headquarters in Wigan. Within the contact centre we will focus on delivering first contact resolution and root cause analysis, so we can learn from what our customers and clients tell us.”
Mulla will report into Peter Scraton, ArrowXL’s People and Support Services Director.