InPost announces customer experience hire

Self-service lockers specialist InPost has appointed Katie Rolfe as Head of Customer Experience.

“With a decade of experience in this area behind her - across a real mixture of sectors, Katie joins us after heading up guest experience at Houst, a property technology firm managing holiday lets across 22 cities worldwide,” the firm said in a LinkedIn post.

“At InPost she'll be tackling every aspect of the customer journey - from managing our customer care centre through to the user-experience of our 24/7 parcel lockers. She's set herself the goal of ensuring that we’re delighting customers at every opportunity. Sounds good to us!” it added.

Prior to Houst, Rolfe was Global Quality & Training Manager at Just Eat. Her CV also includes a stint at PizzaExpress as Customer Experience Manager.

Missguided

Last week, we reported that InPost was to provide its 24/7 self-serve parcel locker service to online fashion retailer Missguided.

Its customers will be able to use the lockers, which can be found at railway stations, high streets, petrol station forecourts and supermarkets, to collect items or drop returns.

Karl Harwood, Head of Distribution at Missguided commented: “We’re constantly looking to be on the forefront and improve our customer experience. Partnering with InPost gives us a unique position with a delivery service that is open around the clock with the added benefits of being contact-free and also more environmentally friendly than home delivery. “

“As we continue to see a real change in consumer behaviour not only towards online shopping, but in customers wanting more control over their deliveries, InPost lockers will be a great addition to our delivery options. Offering a service that has minimal failed delivery rate is also hugely compelling.”