Lee Jones

Experience

• 

  Virgin Mobile

  Jul 2008 - Jul 2010

  Talent & Development Lead

  • Led the integration of the Virgin Mobile T&D team in to the new Virgin Media People Team, whilst also contributing to the T&D strategy for Customer Operations through deployment of localised development and business change initiatives.• Created the framework and led the measurement of competence for 80 front line and middle managers, deploying appropriate solutions including self delivered MBTI and Management Styles training and coaching.• In partnership with the Quality Team was influential in the design of the ‘Get Talking’ call monitoring framework and the training delivery programme to employees and managers. Virgin Mobile won award for Mobile Choice Best Customer Experience provider 8 years in a row while this programme was in place.• Led the deployment of a call management and behavioural change program which delivered an increase in the customer First Time Resolution KPI to an average of 89 from 74%. Show less

• 

  Virgin Media

  Mar 2010 - Apr 2014

  • Achieved uplift in employee satisfaction results from 78% to 89% in first 12 months of leading the T&D Design Team, resulting in achieving higher scores than Virgin Media and UK average for 4 years consecutively.• Delivered a sales capability development programme across 4,000 Telesales, Direct Sales, Retail and Retail Lite employees in the UK and Philippines which has delivered high level 1 and 2 evaluation scores in its initial phases of delivery. • Influenced the strategy for deploying a new Management & Leadership Development Programme across all levels throughout Virgin Media, and then led the detailed design of the end to end programmes ready for divisional deployment.• Delivered over 300 learning design projects during 2013 which impact on every role within the organisation via a series of best practice delivery solutions, whilst strategically embedding the power of informal learning, adopting the 70:20:10 methodologies.• Responsible for the management of 70 induction programmes across complex roles in the organisation, ensuring that robust content management governance was adhered to for all operational and business driven change.• Achieved 20% resource efficiency within incumbent workforce through implementation of a programme office role and introduction of resource management tools and controls, which resulted in a £340K annual saving to the business.• Initiated, scoped and delivered a learning content catalogue for 16,000 training modules and articles, as well as the governance to ensure ongoing maintenance of the 62 company wide Induction programs built around these modules.• Introduced industry best practice design principles in Virgin Media with the concept of core content, allowing for increased consistency and resource efficiencies by making use of content cross divisionally and by keeping design dynamic. Show less • Led a national department of 44 FTE and responsible for business partnering the executive team, whilst executing strategy and delivery of both business and centrally driven people and performance initiatives.• Analysed and interpreted internal and external commercial data to determine 3 year learning strategy across the division, both in-house for over 3,000 employees and outsourced for circa 3,500 across four countries, providing interlock with central and other divisional T&D functions.• Provided thought leadership to implement a behavioural change programme across 6,500 UK, Asia and African employee’s delivering this through 2010 to 2012. Delivered a significant 5% increase in behavioural NPS customer satisfaction, which completed the divisional contribution to company bonus and delivered a £4.5 million reduction in OPEX through improved cost to serve.• Led an outsource transformation programme which delivered the closure of a 500 employee contact centre, the creation of two new customer contact centres in two countries, an amalgamation of seven onshore functions in to one provider in India, and the TUPE of 700 employees from an onshore outsource provider in to Virgin Media, which led to a £4.5million reduction in operational costs.• Led the design and delivery of a talent and leadership development programme across 400 managers from Executive level to front line, identifying individual and functional development gaps, as well as influencing the framework for on-going assessment through the newly developed online performance management tool.• Worked in conjunction with external supplier to design management assessment centres to support new organisational design principles, taking sole responsibility for the creation of the competency frameworks which are now embedded in to BAU performance management tools. Show less

  • Head of Learning & Development Design

    Sept 2012 - Apr 2014

  • Head of Talent & Development - Customer Operations

    Mar 2010 - Sept 2012
• 

  Blue Sky Performance Improvement

  Apr 2014 - Jul 2020

  My role as Consulting Director is to lead on consulting methodology, and execute this strategy through leadership of our industry recognised consultant team. Responsible for business and operational strategy to support the growth of the business P&L, executed through industry recognised behavioural change programs. Helping our clients drive performance throughout their business

  • Consulting Director

    Nov 2017 - Jul 2020

  • Client Services Director

    Dec 2015 - Oct 2017

  • Principal Consultant

    Apr 2014 - Dec 2015
• 

  Elev-8 Performance

  Aug 2020 - now

  Director

  Lee has over 20 years senior level sales and consulting experience and a background in operational delivery. His laser focus is always on helping clients achieve performance goals with sustained results.