A Member-Based Organisation
A member-led transformation strategy, built from research with the members themselves.
The engagement
The work
Date: 2025 to 2026
Background: The organisation wanted a transformation strategy grounded in what its members need, and a clear view of where to invest in technology.
What we did: Member research, voice of the member and psychographic segmentation came first. We mapped member journeys and developed the member experience strategy, then designed the target operating model and the service changes it called for. On the technology side we set the strategy, ran platform selection and evaluated vendors. Business cases, a transformation roadmap and program management tied the work together.
The difference
Results
- A defined, member-led transformation strategy
- Investment in future technology platforms prioritised
- Better member insight through behavioural segmentation
- A roadmap and governance for the ongoing transformation
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