Jonathan Hilton

Retail Expert,
Strategy, Leadership & Innovation

Technical Skills
  • Digital strategy

  • Digital transformation

  • Omnichannel strategy

  • Customer experience design

  • Customer journey development

  • Proposition and Product Management

  • Retail & Ecommerce

  • Technology

  • Utilities

Jonathan Hilton

Jonathan helps businesses succeed in their digital strategy and transformation. He is a highly engaging leader and industry speaker with a proven track record of generating outstanding commercial returns for clients. He has a wealth of experience spanning omni-channel retailing, customer experience design, retail IT, sales and service optimisation and global transformation programmes.

A confident facilitator with a ‘make-it-happen’ attitude, Jonathan inspires, challenges and guides cross-functional teams to solve real business problems. Utilising design thinking and discovering, testing and piloting innovative solutions to increase customer satisfaction, revenue and operational effectiveness.

His collaborative style and agile approach help clients rapidly achieve their business goals. He is a big advocate of using big data, AI and machine learning to enhance the customer experience through prediction and personalisation while reducing operating expenses through automation and service migration to other digitally-enabled channels.

Key achievements include:

  • Defining the future role of retail vision and operating model for a major global telco as part of their digital transformation

  • Setup and led a global new store concept rollout to transform the customer experience of an 8000 branded store footprint

  • Leading a global online transformation programme to deploy central web capabilities to improve commercial performance and customer experience for sales and service

  • Set up and led a global centre of excellence for user experience, design research and insights

  • Building a customer experience consultancy from 3 founding members to a 30 person multi-discipline team

Here is a short summary of the things Jonathan can help you with:

  • Omni-channel strategy

  • Retail concept development and transformation

  • Customer experience design and optimisation

  • User experience design across website, products, apps & digital tools

  • Vendor selection, onboarding and performance management

  • Programme planning, delivery and stakeholder management