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Sharon Jones has a diverse and extensive work experience in various leadership roles. Sharon started their career in 1988 at RSA, where they held various senior leadership positions until 2003. Sharon then joined Zurich Financial Services and served as the Head of Sales and Service, Head of Consumer Services, and later as the Head of Customer Operations. From 2011 to 2012, they worked at Serco as an Operations Director (Interim). Sharon then joined ERS in 2012, where they first worked as the Head of Customer Fulfilment and later as the Head of Operations. Sharon joined Barclaycard in 2016 as an Operations Director and moved to British Airways in 2019 as the Head of Global Contact Centres. In 2021, Sharon held the position of Director of Contact Centres at RAC before joining SNG (formerly Sovereign Housing Association) as the Director of Customer Operations.

Sharon Jones has completed an Integrated Management Development Programme in Strategic Leadership from Cranfield University. Sharon also obtained a BA Hons degree in Public Administration from the University of South Wales between 1985 and 1988. In 1988-1990, they attended the Chartered Insurance Institute.