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Organisation Design and Customer Centricity

Client Eurostar
Region UK
Sector Infrastructure, Defence and Transport
Offering Organisation Design
Customer centricity

The Challenge

Eurostar was looking to restructure their business in line with delivering their ambition to become Europe’s most loved travel experience and accelerate their performance. Their existing structure had developed functional silos and led to a lack of overall alignment and duplication of activity and effort. Moving forwards, Eurostar needed to align their business with their new Strategic Initiatives, focusing on fixing the fundamentals and putting their customers at the heart of the business.  

Our Approach

We initially conducted a four week project of high level design where we partnered with a small working group to define a truly customer-centric operating model and high level design of the new structure.  

Following the high level design, Q5 were bought in to facilitate the detailed design phase where we:  

  • Engaged with senior leaders to clarify the purpose, accountabilities, structures and ways of working for those areas most impacted by the change
  • Clarified governance and ways of working around the organisation’s top strategic priority: improving station capacity  
  • Ran working sessions to design more customer centric ways of working in times of disruption  


We assisted with the implementation of the design where we helped Eurostar embed the changes through;   

  • Refining the Commercial planning process and governance framework
  • Creating a robust, and flexible product development and management approach
  • Clarifying cross-functional accountabilities for customer content
  • Engaging with senior leaders to equip them for change challenges ahead 

Key Outcomes

  • A high-level design and operating model better aligned to deliver Eurostar’s revamped strategic initiatives.
  • A detailed design that enables Eurostar to improve the customer experience across the end-to-end customer journey.
  • Improved ways of working through clarifying accountabilities and removing duplication of effort.
  • A robust, flexible and repeatable product development process that enables Eurostar to foster innovation and work at pace.
  • Leaders are equipped for change challenges ahead and future change management capability requirements were identified.
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