Operating model & organisational design consulting

Many organisations find themselves in a frustrating cycle; they invest heavily in new customer experience initiatives and technology, only to see them fail to deliver because internal operations are misaligned. This disconnect creates a fractured customer experience and turns expensive technology into underutilised shelfware. We break this cycle by starting with your customer journey, identifying pain points and moments that matter. From there, we can design an operating model—aligning people, processes, and technology—to seamlessly deliver on that experience, ensuring your investments yield tangible returns and a cohesive, positive customer experience.

Many legacy operating models cannot keep pace with rapid change, resulting in slow decision-making, siloed teams, and internal friction which prevents them from responding to market shifts. The prospect of integrating new tools, especially AI, feels more like a threat than an opportunity because their current structure is too rigid. We design flexible and adaptable operating models that reduce this friction, creating clear roles and streamlined processes that empower teams to collaborate effectively. This improves efficiency and builds an organisation that is ready to embrace new technologies and pivot quickly in response to market demands.

An operating model should be the engine that drives your business strategy, but without a defined operational roadmap, strategic initiatives can stall, be misunderstood, or fail to get off the ground. Starting with a clear understanding of your commercial goals, a detailed assessment is made of your current state to identify the critical gaps between your vision and your operational capabilities. Our consultants will help to close this gap by working closely with your leadership and operational teams to map out a clear path from strategy to execution. Our approach ensures that every change, from new processes to team structures, directly supports your core business objectives, guaranteeing that your strategic plans are a living, breathing part of your organisation's success.

Many transformations are announced with great fanfare but fizzle out over time, failing to deliver long-term value. This is often due to an all-in approach that disrupts the business and doesn’t account for the human element of change. Sustainable evolution often triumphs over disruptive revolution in the longer term. We'll help you implement change incrementally, focusing on building internal capabilities and fostering a culture of continuous improvement. By establishing clear performance metrics tied to both efficiency and customer satisfaction, we ensure your new operating model has a lasting impact.