EXPERTISE:
STRATEGY & TRANSFORMATION
We help consumer-facing businesses turn ambition into action — aligning purpose and strategy, step-changing customer experience, team and operating model redesign right through to transformative delivery. Whether scaling, repositioning, or rebuilding, we cut through complexity and land lasting results.
CONTEXT, CUSTOMER, COMMERCIAL, COMPETITORS, CONTRIBUTION
We’ve supported businesses through every kind of transformation — strategic, commercial, brand, customer, omnichannel, operating model, people, physical, and technology. We’ve led omni-channel proposition and customer-experience change, and lifted customer, commercial, and standards performance across national estates of 450+ sites, spanning teams of 5,000+.
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As you’ll see in our other specialism sections, we’ve delivered over £1bn in capital investment and estate change, £5m in data, systems, and AI, and unlocked £350m+ in working capital.
Whatever the change, we work with executive, leadership, management, and frontline teams to clarify the ambition, develop options, and build programmes that make change leadable, adoptable, and enduring.
EXPERTISE - DEEP DIVE
1. Strategic & Commercial Transformation
Set the direction and turn it into plans, numbers and habits that move the P&L.
Turn ambition into a plan the business can execute. We align vision and value proposition to target customers, lock it into business plans and performance frameworks, and build multi-year, multi-tier programmes so strategy shows up in trading performance and contribution. When needed, we reshape teams and ways of working and run change with the right mix of waterfall and agile.​
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Vision & Strategy, Business Plans & Frameworks
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Value Proposition Development & Brand Uniqueness
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Commercial Performance and Profitability
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Customer & Catchments Creation
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Commercial, Data, Insight & Contribution Curves
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Team Structures, Performance, People Change
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Multi-Year, Multi-Tier Programme Leadership
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Waterfall & Agile Methodologies
2. Customer & Omni-Channel Transformation
Define the customer and their journeys — across online and store. Use customer data, clustering and AI to understand who, where and what they want; shape propositions (product, service, brand) with missions and need states; and harmonise journeys so pain points are removed and the experience lifts NPS. Store of the Future concepts and customer-centric formats make it tangible, with frontline transformation to land it at scale.​​
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Customer Strategy & Customer First Culture
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Customer 'Missions' & 'Needs States'
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Customer Data, Clustering & AI Capabilities
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Omni-Channel Proposition Development
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Customer Journeys & Online/Offline Harmonisation
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Store of the Future & Customer-Centric Formats
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Frontline Customer Experience Transformation
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Customer Pain Point Identification & Elimination
Design propositions and journeys customers, joined up across online and store; land them at scale.
3. Leadership & Operating Model Transformation
Give people clarity, pace, ownership and first rate leadership, so change sticks.
Make the model simple, accountable and fast. We diagnose today’s operating model, reset roles, decision rights and team sizing, and build “one best way” processes so multi-site and matrix teams can lead change, not chase it. The focus is productivity, continuous improvement and a culture of co-ownership that sustains performance.
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Operating Model Diagnostic & Defining Future State
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Restructures & Right Sizing
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Structures, Roles, Accountabilities & Decision Making
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Team Productivity & Continuous Improvement
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High Performing Teams & Technical Upskilling
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Engagement & Building a Culture of Co-ownership
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End-to-End Process Optimisation
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Multi-Tier Governance & Decision Making
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Multi-Site & Matrix Leadership
4. Investment & Transformation Programmes
Choose wisely, govern tightly, deliver reliably.
Back the right bets and ship value on time. We prioritise capital, build business cases and scenarios, set multi-year, multi-tier roadmaps and govern delivery with clear scorecards and approvals—keeping portfolios aligned and progress visible from board to frontline.
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Diagnostic and Engagement
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Capital & Resource Prioritisation;
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Strategy & Tactics
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Multi-year, Multi-Tier Roadmaps
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Business Case Development & Delivery
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Cost / Benefit Modelling & Scenarios
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Performance Normalisation & Scorecards
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Governance, Approvals & Alignment
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Portfolio & Programme Structures
