BNP Paribas Personal Finance appoints Jon Betts as new COO

BNP Paribas Personal Finance UK has announced the appointment of Jon Betts as its new Chief Operating Officer (COO).

With over 20 years of experience in the financial services sector, Betts brings a wealth of expertise gained from senior leadership roles at GE, Lloyds Banking Group, and most recently Close Brothers, where he spent more than a decade leading customer-facing operations and driving end-to-end customer journey improvements.

In his new role, Betts will oversee BNP Paribas Personal Finance UK’s operational strategy, ensuring the company continues to deliver exceptional customer experiences while leveraging emerging technologies to streamline processes and enhance digital services.

“As customers, particularly younger generations, lead such busy lives, the ability to self-serve and manage their accounts on the go is a powerful tool,” Betts explained. “At the same time, we 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.”

Jon Betts’ appointment comes at a pivotal time for BNP Paribas Personal Finance UK, as the company invests in digital innovation through initiatives such as its Innovation Lab. The incubator is currently exploring the potential of generative AI to improve customer interactions and deliver more seamless experiences.

Speaking about the appointment, Stephen Hunt, CEO of BNP Paribas Personal Finance UK, said: “We’re entering an exciting phase of development and growth, and Jon will play a key role in driving our vision to become the most trusted provider helping customers across home, finance, 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,” he added.

In the coming months, Jon will work closely with teams across the business to develop and execute operational strategies that support BNP Paribas Personal Finance UK’s We Think Customer 1st commitment. This will include simplifying customer journeys, enhancing data-driven insights, and ensuring the company consistently acts responsibly and in line with regulatory expectations.