The business needed to upgrade their core platform – the previous upgrade had happened 15+ years ago.

Create and deliver a communication and stakeholder strategy and plan.

• Developed a change management approach to include communication, along with training, businesses readiness – with a link to the process change workstream.
• This included setting the narrative, behaviour and process changes.
• Managed pre, live, and post implementation engagement with stores to countdown and prepare to serve customers in a new way.
• Set tasks to refresh ways of working outside the core platform change to empower people to make other changes to benefit customers at the same time. This meant it became less of a ‘system’ change and more a ‘ways of working’ change that was centred around the customer and the way colleagues interacted with them.

• Store colleagues were equipped to continue to support customers without interruption.
• Additional benefits were realised because of the wider change activity such as process improvements that reduced waste and improved customer experience.
• Recommendation and endorsement from CEO and Exec team.

• Business Change Management & Communication

• Accelerated Solution Delivery