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The client recognised that their support services, such as recruitment, were causing significant issues for employees and hampering productivity.
To address this, the client aimed to enhance the delivery of these services to streamline operations, improve user experience, and unlock financial benefits. They began this transformation by deeply understanding the challenges faced by their frontline staff to inform future solutions.
We took a bottom-up approach, working closely with the Transformation Office and sponsored by the CFO, engaging 37 cross-divisional business representatives to gather quantitative and qualitative data. Two phases comprised the 10 weeks of work:
Phase 1 – Assess the current state
Phase 2 – Align on and agree future ambition