Gary Jones

Customer Delivery Director

    Gary Jones - Customer Delivery Director

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    Gary was appointed Customer Delivery Director and joined the Executive Committee in June 2021.

    Gary leads the Customer Journey Transformation programme, TSB’s branch network and branch transformation programme, contact centre, property, and self-serve and cash services.

    He has over 30 years of experience in financial services with a breadth of expertise in managing large scale customer transformation programmes. Gary joined TSB in 2020 and has been pivotal in improving the customer experience and evolving the way TSB runs its branches and contact centres to improve their overall customer focus and efficiency.

    Before joining TSB, he was Customer Service Director at Clydesdale and Yorkshire Bank Group (now Virgin Money UK) for four years, transforming the operations of the bank whilst playing a key part in the successful acquisition and integration of Virgin Money. Prior to this, he was at Lloyds Banking Group for eight years and HBOS for nineteen years, where he held a number of executive roles across strategy, operations, service delivery and business banking.

    Gary is a member of the Chartered Banker Institute.