Jonathan Paton

WORK HISTORY

EDUCATION

SKILLS

ABOUT JONATHAN PATON

I’m a senior leader in Customer Operations and Service Transformation, with over 20 years’ experience across both consultancy and in-house industry roles. My career spans front office, back office, and field operations across regulated sectors including Utilities and Financial Services.This dual perspective means I not only understand the strategic landscape of change, but also what it takes to embed it operationally and culturally within real-world teams.From leading large-scale contact centre environments to designing future-state operating models, I combine practical delivery with long-term vision, always with the customer at the heart of how services are shaped.In 2024 and 2025 I was proud to be asked to become a judge at the UK Customer Experience Awards; a role that reflects my deep-rooted commitment to recognising and driving CX excellence across the UK. My judging received a ‘Distinction’ award from UKCX awards on both years. My strengths include- Leading large multi-channel operations (onshore/offshore), with expertise in capacity planning, fulfilment and real-time service optimisation- Delivering transformational change across systems, culture, and performance- A track record of data-driven insight and journey improvement, reducing waste, boosting satisfaction, and driving commercial outcomes- Managing and influencing senior stakeholders, including Boards, regulators, and strategic partners- Delivering against multi-million-pound budgets, while keeping teams engaged, motivated and customer-focusedWith experience on both sides of the table; as a consultant designing transformation, and as a leader delivering it, I bring both fresh perspective and hands-on credibility.My leadership style is grounded in emotional intelligence, empathy, and a strong belief in creating high-performing, inclusive teams. I believe the best customer outcomes come from empowered people, clear direction, and a relentless focus on doing the right thing.