MEET JON BETTS, OUR NEW CHIEF OPERATING OFFICER!
2025-09-04 09:22:38.0
At BNP Paribas Personal Finance UK, delivering an exceptional customer experience is at the heart of our operations. For us, it’s not just about delivering great service, it’s about building frictionless customer journeys that meet evolving expectations and experiences that help drive long-term success for ourselves and our partners.
That’s why, after an exciting period of development, we’re pleased to share that Jon Betts has joined BNP Paribas Personal Finance UK as Chief Operating Officer.
Jon brings extensive financial services experience, having worked with GE, Lloyds Banking Group, and most recently Close Brothers, where he spent over 10 years leading customer-facing operations and improving the end-to-end customer journey.
We spoke with Jon about his vision, and what we can expect to see from his first few months as COO.
Vision and focus
As Chief Operating Officer, Jon is passionate about harnessing digital tools to find smarter, more flexible ways to meet evolving customer expectations.
Jon explained, “as customers, particularly younger generations, lead such busy lives, the ability to self-serve and do it in their own time is a really powerful tool for us to help make life easier for customers by being able to make purchases and manage their accounts on the go. We also recognise that there are times when people need to speak to us so we can provide the right help and support. That’s why our teams are well trained to listen to customers to understand their needs and provide the right help.”
To continue meeting the needs of our customers, we need to be able to keep up with emerging technologies that can improve the customer experience. Our 'Innovation Lab' incubator supports just that, and we’re so excited to watch the programme unfold as this year’s participants delve into the potential of generative AI.
Thinking Customer 1st
At BNP Paribas Personal Finance UK, we constantly adapt our operations and processes to improve the customer experience. Jon outlined how BNP Paribas Personal Finance UK’s commitment to doing the right thing will inform every aspect as his new role.
Touching on our We Think Customer 1st commitment, Jon broke down what this means to him:
- Making the journey as simple as possible — ensuring that our interactions with the customer are as smooth as possible, so that customers walk away happy with their interactions with us.
- Using enhanced tools — employing a customer listening framework to gain insight into our interactions with customers and a process which ensures we’re acting on what we learn.
- Meeting the regulator’s expectations — doing right by our customers, not just because that’s what the regulator outlines, but because we believe in acting responsibly in all that we do.
Jon explained: “My focus here will be around assessing our current capabilities and how we’re providing solutions for our customers, particularly when they need our support — and ultimately, how this can be improved.”
What’s next?
We spoke to Stephen Hunt, Chief Executive Officer of BNP Paribas Personal Finance UK about Jon joining the team. He said, “We're entering an exciting phase of development and growth, and Jon will play a key role in driving our ambitious vision to be the leader and most trusted provider helping customers in three important areas of their lives; around the home, finances, and mobility.
“With over 50 years of consumer finance experience behind us, we have a high standard to uphold — and as Chief Operating Officer, Jon will lead our operational teams in evolving and enhancing the customer experience.”
In the coming months, Jon will be working closely with teams across all levels of BNP Paribas Personal Finance UK to develop and execute strategies that enhance the effectiveness of operations and drive growth. His leadership will be key in fostering a culture where innovation and technology go hand-in-hand to improve the customer experience.
We’re excited to have Jon in the team and look forward to the positive impact his vision and experience will bring to BNP Paribas Personal Finance UK.
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