AusPost creates ‘first ever’ CX and digital exec role

Leonie Valentine Australia Post

Australia Post has appointed former Google managing director Leonie Valentine as executive general manager customer experience and digital – a newly created role within the postal service.

Valentine will lead AusPost’s customer services, digital channels, data science as well as the postal service’s growing payments and financial services functions, supporting the evolution of its “post-pandemic operating model”, the company said in a statement.

Australia Post Group chief executive and managing director Paul Graham recognised Valentine’s bigtech experience as a key asset for the postal service.

“Leonie’s global experience at Google will help lead us into the next chapter as we continue to transform our business.

“Whether you transact with us online, in a post office or through your favourite retailer, the customer experience should be seamless each and every time.”

He said AusPost will continue to make significant investments in its app, tracking capabilities and digital channels “with the support of the whole Australia Post team”.

“I’m confident Leonie will sharpen our focus on how we leverage and expand our digital presence.”

Valentine served a total of seven and a half years at Google, most recently as managing director of the bigtech’s Melbourne arm, charged with developing and executing the Victorian hub’s strategy, sales and operations functions – a role she held for just over a year. She also led Google’s government arm during this time.

In the four years prior to this, she was based in Google’s Hong Kong hub, serving as managing director for sales and operations, and before this as director for customer experience APAC for two years.

AusPost and Google also have existing ties, with the postal service one of Google’s major local customers for its new cloud region in Victoria, launched in the middle of 2021.

AusPost chief Paul Graham said this new role reflects the organisation’s strategic direction and focus on customer experience and digital transformation.

“Australia Post has never been more relevant – with millions of Australians relying on us each and every day during the pandemic to provide essential supplies and connection with the community.

“The key opportunity for us now is to work with our customers to ensure we are creating new products and services to meet their changing needs, and providing exceptional customer service every time,” he said.

Valentine commences her new role on January 2022.