With a rich career history of hands-on experience and operational insight, Joanna Symonds brings unique insights to Chick-fil-A’s UK expansion and first restaurant opening in Leeds as Head of UK Operations.
At the helm of Chick-fil-A’s UK expansion is Joanna Symonds, whose distinctive journey to the company is marked by a passion for people at each step of her career.
Joanna’s story began in retail, where she built a career in buying, product development, and sourcing, with a focus in the health and beauty space. She went from corporate headquarters to Paris design shows, eventually opening her own shop in West Sussex, selling traditional wooden toys and European children’s clothing.
“I opened the shop with my youngest daughter strapped to my front,” she recalled. “It gave me a real understanding of what it means to build something from the ground up.”
That blend of entrepreneurial spirit and corporate insight laid the foundation for her role at Chick-fil-A, Inc.
“Having run my own business helped me relate to our Operators,” Joanna said. “It gave me the perspective to sit between a locally owned business and a corporate environment and understand both.”
A passion for people
Joanna’s leadership is grounded in a deep appreciation for Chick-fil-A’s Operator model and she spent a chapter of her career helping select new Chick-fil-A Operators. Something you frequently hear from Chick-fil-A Operators is that you’re in business for yourself, not by yourself.
“Everything we do at the support centre is in service of our Operators,” she explained. “There’s nothing better than being in a restaurant, with an Operator and their team, helping them grow and achieve their goals.”
Bringing Chick-fil-A to life in the UK
As Chick-fil-A prepares to open its first UK restaurant in Leeds, Joanna is energised by the opportunity to introduce something unique.
“People here are very excited about Chick-fil-A and the care we bring to everything we do,” she said. “We’ve been talking about it for years, and now we finally get to bring it to life.”
Joanna sees the Chick-fil-A UK launch as a chance to create something lasting and is focused on translating Chick-fil-A’s culture for a new market.
“The core values Chick-fil-A brings of care and hospitality resonate everywhere. It’s about making people feel seen and valued, whether they’re guests or Team Members.”
She’s also intentional about building a team culture that reflects Chick-fil-A’s values, noting the UK Chick-fil-A team has experienced the same onboarding journey as U.S.-based Staff. This includes visiting sites of significance, like where the original Dwarf Grill was located, and spending time in restaurants.
“Our UK team has felt the difference. Now we’re thinking through how to bring that same spirit to life here.”
Looking ahead
As Chick-fil-A’s UK journey begins, Joanna is focused on the long-term growth.
“The first opening is exciting, but it’s just the beginning. We’re not just focused on the bigger cities but looking across the UK.”
For Joanna, the most exciting part is building something meaningful.
“We’re creating opportunities for people to experience Chick-fil-A for themselves. That’s special. And being part of the team stewarding this investment is a privilege.”
Whether it’s her first visit to a new site or her hundredth conversation with an Operator, Joanna brings the same energy: a commitment to care, a passion for people, and a vision for what Chick-fil-A can become in the UK.
Chick-fil-A is excited to open its first locally owned and operated restaurant in Leeds, as part of its $100m investment in the UK over the next 10 years.
