Both organisations had existing business units that dealt with customer interactions for their own Business Retail Water Clients – these were to be transitioned to the new site & systems, with minimal BAU impact.
The new business was to take the best of the existing operations, but was built around a new way of working and operating model specifically designed for the more competitive marketplace that had been created by the market regulator – Ofwat – which had a specific regulatory code that needed to be met.

Worked in conjunction with the technology programme to design the operational build & transition plan, including work streams for: People; Place; Process; Operations; MI & Insight & Compliance.
New organisation structure, created to support the brand and increase the focus on exceptional Customer Experience, leveraging digital interactions – this involved creating a new Solutions, Quality & Compliance team.

Developed the Operational Team, through interactive ideation workshops to plan, prioritise and design effective approaches to improve performance, resilience and innovation. Delivered a series of Customer Experience workshops, designed personas, explored current and future state journeys. Designed improvements where required and built a prioritised change plan.

400 person site set up and operational in 4 months.
Existing operational activities successfully transitioned and the new brand cemented as a key competitor in the Business Water Utilities market, within 9 months of design and delivery.
Improved customer & colleague experience through Csat, service level and complaint resolution metrics.