Building a customer-centric transformation program and product team
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“We have a mission to become the leading mobility partner and disrupt our industry. Our challenge is to understand what our clients’ needs and goals are today, anticipate how they will evolve, and make the cultural shift we need so we can achieve our ambition.”
— Chief Executive Officer
We ran a 12-week qualitative discovery program to under stand the foundational client journeys, pain points and opportunities across the lifecycle.
We developed an approach to mapping customer journeys, including the skills, capabilities and governance required to embed journeys into the business.
The insights were shared and tested through executive playback workshops and led to the formation of a dedicated product and performance team.
