Jonathan Dalon

Successfully led a major core banking transformation (T24, Salesforce) and structural reorganization around TOM, achieving 64% adoption and 72% operational accuracy by applying ADKAR and Kotter change models. • Directed cross-functional projects: scope, milestones, planning, budget, risks, and deliverables. • Designed CM toolkits and templates to enable team-led change autonomy. • Ran internal capability-building workshops aligned to ADKAR & Prosci. • Coached project managers to embed change thinking into delivery cycles. • Produced branded materials to reinforce stakeholder buy-in across channels. • Facilitated peer-learning sessions and agile huddles for continuous reinforcement. • Assessed change impacts and organizational maturity to develop project plans and roadmaps aligned with strategic priorities. • Created a coherent communication and training campaign based on organizational and business impact assessments. • Conducted executive coaching at EXCOM level to anticipate and manage resistance. • Evaluated change effectiveness (ROI) through KPI tracking and adjustments. • Actively collaborated with the executive committee and sponsors to establish a unified value proposition and ensure smooth transition. • Analyzed skill gaps with a matrix to support user upskilling.

Drive the management and digital client/customer experience transition on services in the UK domestic market. My 9-people team and I are setting up new methods and new partnerships, and designing a digital solutions on a BtoB and BtoC corporate environments, increasing the loyalty rate by 20%, the NPS by 19 points and generating more than 15% additional traffic. - Delivered the customer/client journey strategy, managed the stakeholders, formulated the product/service, process and channel policy in line with Ofgem regulations, risk and compliance policies→ + 20% retention, +19 points NPS - Applied profound product/ service knowledge to develop (UX, UI) and maintain an attractive and compliant value proposition and delivered client excellence → + 15% traffic. - Build strong relationships with business partners to understand their challenges and priorities, define research roadmap and drive insight-informed actions → + £2 M savings - Work cross-functionally with peers/colleagues and research teams, to align with roadmaps, insights and prioritise changes needed to the experience design→ - 13% Churn

Led and orchestrated the strategic digital transformation involving more than 3,000 employees on 24 different sites, enabling the six million users to complete their online applications. Government digital services ". gov.uk" have become a reference.   → Triple Winner of the prestigious UK Customer Experience Strategy Awards for 2016, 2017 and 2018 ahead of Amazon and Apple • led the digital transformation of the customer journey from paper-based to online based application • Delivered on local initiatives through strong partnership with Customer Support Teams to collect data, pilot experiments and drive value into the business • created a customer centric mobile capability (app) design for six million users for a world class experience • led the Harmonisation, amalgamation, marketing and launch of government digital services ‘. gov.uk’

Manage and enhance customer experience bringing business assurance departments and managing a 150-people team. Create a new generation customer experience with the customer at the heart of the corporation. ■ Created a benchmark for excellent performance and customer experience. ■ Measured, analysed, and reported “VoC” data: deployment of Continuous improvement. ■ Led the segmentation and strategy of engagement with the top tier client base.

Have had an extensive experience of 372 hours that keeps on growing. • empowered clients to explore solutions to challenges that were best suited to them. • Using skills attained in many hours of practice, I am patient, attentive and apply a lot of honesty and integrity in my sessions with my clients • actively pursued the client's ambitions through their prism leading them to their own assessment of what is viable or not.

Manage and enhance customer experience bringing together the front office, back office and printing departments and managing a 150-person team. Create a new generation customer experience with the customer at the heart of the corporation, using localised resources and minimising costs. - Created a benchmark for excellent performance and customer service and experience. - developed new techniques, new monitoring standards, new products & process → decreasing the number of contact points to 5 - Measured, analysed and reported Voice Of the Customer data: presentation and deployment of customer satisfaction - Defined and evaluated client engagement and performance assessment programme settings

Conception and creation of English language testing materials for the University of Cambridge. * Review and implement a curriculum in line with the requirements of foreign learners * Structure English language classes for professionals (English for business) * Leading the front end of delivering EFL curriculum to classes made of foreign students. * Engage my students well enough to register a retention rate of 98.7% against a Key Performance Indicator of 85%.

1. Cultural Program Coordination – Assisting in organizing cultural events, exhibitions, film screenings, and performances to promote cultural exchange between the host country and the home country. 2. Public Engagement & Outreach – Collaborating with local institutions, artists, and cultural organizations to foster relationships and encourage participation in embassy-sponsored cultural initiatives. 3. Administrative & Logistical Support – Handling event logistics, processing documents, managing schedules, coordinating travel for cultural delegations, and assisting with program budgeting. 4. Research & Reporting – Monitoring cultural trends in the host country, preparing reports on cultural affairs, and advising embassy staff on relevant cultural opportunities or challenges. 5. Communication & Social Media – Supporting public relations efforts, drafting press releases, and managing social media content related to cultural programs to enhance public awareness and engagement.