Organizational Design
The Problem.
Our client wanted us to create an organizational design plan for their new team, aimed at ensuring the team would embed well into the organization as a whole and include all the relevant skillsets required for a fully functional and modern customer experience practice.
The Process.
I led a three-person team to study successful customer experience teams across the government and learn from their structures to develop one unique to our client. However, the client was not ultimately ready to implement such a structure, so our team pivoted to create a “approach” for organizational design that the client could then implement in the future. This required that we create the “recipe” (workshops and requirements) rather than the “cake” (the implementable organizational design plan).
The Solution.
The organizational design plan approach allowed our client to design a team structure, relationships, and responsibilities that work for them at the time that’s right for them.
