Sonia Leighton
What are you passionate about?
I’m passionate about driving customer success through strategic, people-centred leadership. With over 25 years of experience in IT service delivery, business transformation, and customer relationship management, I thrive on creating processes and building teams that truly align with customer needs. My experience includes managing teams of up to 200 staff, where I focus on empowering individuals to deliver high-quality service at scale. This passion has fuelled my work across various sectors in technology, from financial services to healthcare, where I emphasise delivering excellence through innovation, efficiency, and a deep commitment to understanding each customer's unique challenges.
What are your greatest accomplishments?
In my career, I have achieved significant improvements in customer satisfaction by prioritising team development, optimising processes, and implementing industry best practices. Through targeted restructuring, I led a transformation that increased our Net Promoter Score from a negative to a highly positive level, ensuring our service teams were fully aligned with customer needs. Additionally, I established a suite of professional services that brought new value to clients and generated substantial revenue. These experiences reinforced my commitment to adaptability and strategic thinking, with a core focus on delivering exceptional, customer-first service that drives meaningful and lasting change.
What do you love most about being part of The Key Group?
Being part of The Key Group is inspiring because of the strong focus on customer-centric strategies and teamwork. I love contributing to a culture where innovative solutions are encouraged and where there’s a shared commitment to exceeding customer expectations. The Group’s emphasis on professional development and collaborative problem-solving aligns well with my own values and drive for continuous improvement, making every project an exciting opportunity to deliver exceptional value to our clients.
What else should we know about you?
I’m deeply committed to my role as a community leader, serving as a local councillor to address residents' concerns and improve local services. I have a love for exploring new places, food, and wine, and I’m an avid Liverpool FC supporter.
