Laura Joseph

Director Customer Experience, Marketing & Digital , Post Office

As Director of Customer Experience Digital and Marketing at the Post Office, I oversee all aspects of the customer journey, including marketing campaigns, customer support, digital platforms and operational delivery. My focus is on delivering exceptional experiences that foster engagement, loyalty, and revenue growth. I joined Post Office from Barclays, where I led the Digital and Customer Experience teams responsible for Consumer Banking, Barclaycard and the Business Bank, including overseeing the delivery of the emergency Bounce Back Loan Scheme during COVID-19. Prior to that, I spent 15 years working in telecoms across a range of portfolios and functions, gaining my commercial, marketing, product and digital spurs. With a track record of delivering outstanding customer experiences and business results, I am passionate about building and leading high-performing teams. I prioritise coaching and development, and foster a culture of trust, collaboration, and integrity. I'm a long-term advocate for equality, diversity, and inclusion, co-chairing the Post Office EDI Council and co-founding Barclays Digital Women. In addition, I have coached for Teach First and St John's College, Oxford Springboard programme. I hold Masters degrees in both Classics and Computer Science. An avid gym addict, in my free time I enjoy gardening, baking, reading, and spending time with my three children and dog.