A Fortune 500 retailer with 1.4 million U.S. employees and 2.3 million worldwide
Designed and implemented a transformational strategy to improve the company’s connection to online customers
Organizational redesign ensured 175 roles mapped directly to the customer experience
The e-commerce arm of a Fortune 500 retailer turned to Blue Beyond to help design and implement a transformational strategy with the goal of improving the company’s connection to online customers.
The e-commerce division had been operating for 12 years and served as a key business channel for the retailer. However, as the organization grew, the internal operating structure did not. A lack of clarity around roles and responsibilities made it difficult for teams to react, grow, and scale from both a business and a personal development perspective. Without structured accountability, sales were at risk.
The company needed to rethink their current structure and ways of working and shift their operating model squarely towards how customers shop in the digital space. They needed to also build in a culture ready and able to support this work. They embarked on an organizational redesign affecting thousands of employees with a specific emphasis on creating strategic alignment and mapping roles directly to the customer experience.
The Blue Beyond team quickly understood the issues and provided support in developing the change strategy. We worked closely with leadership and fully integrated into the client team to support workstreams across the initiative. Over the course of five months, Blue Beyond supported the:
Development of strategy and organization design
Communications and engagement approach and plan
Development of new department structures, roles and job descriptions
“Blue Beyond is highly trusted and highly effective with an incredible arsenal of skills. They have proven themselves invaluable.”
After the organizational redesign, the team had more focused roles with clear ownership of work and execution resulting in greater job efficiency and productivity. With happier, more productive team members, sales numbers increased and the customer experience improved. The organization continues to operate effectively under this structure three years later.