Leading a multinational food company’s transformation to a customer first, digital culture, one business division at a time.
Client
Multinational Food Company*
Project Type
Digital Transformation, Customer Experience
Industry
Food
*NDAs are important
The challenge
Lead digital transformation to embed a customer-first mindset across the organization
A multinational food corporation* recognized the need to move from siloed business units focused on individual goals to a more unified organization that put customer experience first. The leadership knew that shifting to a customer first mindset informed by design thinking would improve their culture and performance.
What we did
Led work with internal teams, agency, and vendor partners to implement digital product initiatives
Demonstrated change management, work culture modeling, and team facilitation tasks to help individuals and groups think and execute using a customer first mindset
Shepherded the customer first strategy from an idea to an integrated reality
Led customer research
Led customer experience in several internal businesses, demonstrating a human-centered approach to product strategy and development.
Implemented change management practices and communication strategy
Implemented user-centered design thinking
Outcomes
Through this initiative, we converted 10 of our client’s internal business teams to a customer first mindset.
