Eurostar

Our Approach

We initially conducted a four week project of high level design where we partnered with a small working group to define a truly customer-centric operating model and high level design of the new structure.  

Following the high level design, Q5 were bought in to facilitate the detailed design phase where we:  

• Engaged with senior leaders to clarify the purpose, accountabilities, structures and ways of working for those areas most impacted by the change
• Clarified governance and ways of working around the organisation’s top strategic priority: improving station capacity  

• Ran working sessions to design more customer centric ways of working in times of disruption  

We assisted with the implementation of the design where we helped Eurostar embed the changes through;   

• Refining the Commercial planning process and governance framework
  
• Creating a robust, and flexible product development and management approach
• Clarifying cross-functional accountabilities for customer content
• Engaging with senior leaders to equip them for change challenges ahead