Gary Jones

Gary is responsible for the Bank’s customer service strategy and day to day execution including the running of branch, telephony and key operational capabilities.

He has over 30 years’ experience in financial services with a breadth of expertise 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 CYBG / Virgin Money UK for three years where he lead customer transformation and key elements of the acquisition and integration .

Prior to this he was at Lloyds Banking Group for eight years and HBOS for 19 years where he held a number of executive roles across strategy, operations, customer service delivery and business banking. Gary is a Member of the Chartered Bankers Institute.