Consumer & Retail·Client identity withheld
A national retailer rebuilds its operating model around a single customer journey
Making store, digital and supply chain teams answerable to the same customer outcome.
THE ENGAGEMENT
A problem worth solving — and a change worth making stick.
Store, e-commerce and supply chain functions each optimised for their own metrics, and the customer experienced the seams between them.
01
The challenge
No single owner was accountable for the end-to-end journey, so problems that crossed functional lines — stock visibility, returns, fulfilment choice — went unresolved for years.
02
What we did
We mapped the journey against the operating model, created a cross-functional governance forum accountable for journey performance, and coached the new journey owners through their first two planning cycles.
03
Outcome & impact
Store, digital and supply chain leaders began resolving cross-functional issues in a shared forum instead of escalating them, and the retailer reported a more consistent customer experience across channels. Metrics are withheld at the client’s request.
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