ArrowXL appoints Head of Customer Experience

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.

Relevant Directory Listings

Listing image

Escher

Around the globe, the rise of digital and mobile is disrupting the very nature of the postal industry. Today’s postal challenges – dramatic decline of letter mail, remarkable growth in parcel volume and competition, skyrocketing expectations around speed and customer experience – are intensified by […]

Find out more

Other Directory Listings

News Archive

Advertisement

MER Magazine


The Mail & Express Review (MER) Magazine is our quarterly print publication. Packed with original content and thought-provoking features, MER is a a must-read for those who want the inside track on the industry.

 

P&P Poll

Loading

Which stories do you most like reading about on Post & Parcel?

Thank you for voting
You have already voted on this poll!
Please select an option!






Pin It on Pinterest

Share This