When the delivery driver becomes your brand

Jon Pollard

Head of Strategy, RAPP UK

August 08, 2025

For over 150 years, John Lewis has been synonymous with quality, service and, for a long time, being “never knowingly undersold”. It also has the distinction of being a partnership; an employee-owned business. So as customers, we knew that the person ringing up our smalls had a direct interest in giving the best service and encouraging a positive engagement with the brand. Which is exactly the advantage that the partnership with Uber Eats gives away. As an experience strategist, that worries me.

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When the delivery driver becomes your brand

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