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The Wall Street Journal

The Wall Street Journal
Client The Wall Street Journal
Region USA
Sector Media, Entertainment and Technology
Offering Organisation Development & Culture

The Challenge

A new CEO was brought into the business, but inherited an organisation that was struggling to adapt to a radically new business model and had failed to deliver expected results. The CEO therefore wanted to implement a new customer-centric strategy and reorganize every team and division to ensure it could deliver the new strategy. 

 

Our Approach

Established a Foundational Change Office to oversee a structural review of the entire organisation to ensure its structure and resources were aligned to the new strategy.   

We worked the senior management team to implement the structural and process review for each of the 15 teams across 66 offices in the US, Europe and Asia. 

Key Outcomes

  • A re-designed, customer centric organisation where each team was fit for purpose, within budget, and ensuring no important functions or capabilities were lost during the process.
  • Customer processes were improved across attraction, on-boarding and retention for each of the main product lines.
  • The sales team beat its target for the first time in four years.
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