Ten years ago, Liselotte Janssen started as a trainee at PostNL. She can no longer be ignored and has been responsible for the team that deals with the PostNL account for two months now. Liselotte explains the digital side of PostNL.
“I am product ownerWe have more of that at PostNL. You are then responsible for a product. In my case it concerns the PostNL account.” If you are not familiar with this: in your account you can see the mail and packages that are on their way to you and that you have sent. With updates, photos and all. You can also set your delivery preferences here and have your mail forwarded. “We want to add many more functions,” says Liselotte.
Opportunities at PostNL
Liselotte works together with her team PostNL to an optimal digital experience for the consumer. “I started in HR as a trainee and have had various positions, including in operations.” That is characteristic of the traineeship: you can gain experience in many different places. “The operational side of the company has always appealed to me.”
Liselotte says: “I have been working in the digital department since August. I have no technical background at all. That’s the great thing about PostNL: if you go for it, you’ll get those opportunities.”
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The optimal account environment
You may wonder how important such a PostNL account actually is for the bigger picture. Liselotte has an answer to that. “We have 8.5 million accounts. This gives us all data: how often are people not at home during the first delivery attempt; what are people’s delivery preferences; How often do we come to the same address?” That information is used to improve the experience and efficiency for the recipient and the deliverer.
Take the delivery preference for example: if the delivery person knows that he or she can place the package under the carport, he or she no longer has to ring the doorbell. This way the delivery person is faster and you receive your package without any hassle. “I think the nice thing is that you always have to deal with the operational side. We can come up with something, but colleagues on the work floor must also be able to work with it.”
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Good collaborations
She may have only just started her new position, but she is certainly enthusiastic. “Four times a year there is a day where different teams come together. That day we will work with 100 people to think about which virtual features and improvements we want to realize. At the end of the day, we have a plan for that. That’s so cool!”
The team is working on the developments of the PostNL account – that is the website and the app. “Our team is multidisciplinary. We have a UX designer, a service designer, a solution consultant, a data analyst and external developers. Our goal is to make it as easy and logical as possible for the consumer.”
With an eye on the future
It is not just hard figures that are taken into account. “We also receive a lot of feedback through the app and site. This way we know where there are areas for improvement.” The Digital department will then get to work on this. For example, by personalizing the account environment.
“One person sends a lot of letters or packages, while the other mainly receives mail. Both have different needs and we want the account to be adjusted accordingly. For example, anyone who mainly sends packages will first want to see an overview of the shipping labels.”
Liselotte and her team have even more in store. “We want you to have even more control. By being able to adjust the delivery time even shorter in advance and seeing where your delivery person is driving, for example. We also think about new things. Such as reporting a move, so that PostNL can help you even better with our moving service. Or a reminder for birthdays, so that you can immediately send a digital card.”
It is clear: at PostNL they are busy developing. Are you curious about what else PostNL does or do you see yourself playing a role here? Then check this page and take your chance!