Operating model design
Design an organisation built to hit your customer acquisition and retention targets
We redesign structures, roles and ways of working so every team knows its part in your customer acquisition and retention targets, and who owns the decisions in between.
Everyone touches the customer metric. Nobody owns it
Each team optimises for its own KPIs while the end-to-end experience drifts. Roles overlap, hand-offs fail and decisions stall between teams.
Growth, a restructure or a new platform has often outrun how your teams work. Adding headcount or technology on top makes the gaps more expensive.
How it works
1.Understand the current model
We map how work flows today, where decisions sit and where they stall.
2.Trace it to the customer
We connect structures and roles to the journeys and outcomes they affect, so you can see where the organisation helps customers and where it gets in the way.
3.Design the options
We design future-state structures, roles, governance and ways of working, and test them against your constraints.
4.Plan the shift
We agree the model and a transition path your leaders own.
What you walk away with
A clear view of how your current model helps and hinders customer acquisition and retention
A future-state operating model, with roles, accountabilities and decision rights made explicit
A transition plan the people who must act have agreed
Is this right for you?
Built for executives whose strategy is clear but whose organisation is not set up to deliver customer acquisition and retention targets.
Not yet sure structure is the problem? Start with the CX audit.
Make it clear who owns the customer metric
Book a 30-minute clarity call to talk through where work is stalling, and what it would take to fix.