Transformation Strategy and Design

Ready to Transform?

DEFINE YOUR TRANSFORMATION STRATEGY. ALIGN ON VALUE. GROW THROUGH CHANGE.

Keeping up with customer preferences and expectations. Achieving cost-reduction targets. Engaging and retaining employees in the war for talent. Today’s business landscape is a perfect storm. Conditions are always changing, even volatile at times. The organizations that thrive not only weather the storms, they grow and become stronger from them.

 

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Dynamic strategies for a world that's always in flux.

A dynamic market calls for dynamic transformation strategies—those that consider customer, workforce, and operational needs. With a well-crafted and adaptable transformation strategy, your business is aligned on where it’s going and why, ready to design and deliver future value. Whether it’s breaking into a new customer segment, reengineering your operational platforms, or reimagining the employee experience, your approach must be designed for a world that’s always in flux, made real by culture and mindsets that embrace change as the next opportunity.

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Bringing design, system, and futures thinking to navigate change.

Our Transformation Strategy and Design Practice integrates design, system, and futures thinking to help your business navigate continuous change. Our approach to transformation strategy and design is unlike anything else out there—ultimately focused on the critical trade-offs, tensions, and alignment across customer, workforce, and operational considerations. And we recognize that today’s strategy must be adaptable, flexible, and iterative.  We tie the earliest stages of strategy to the design, execution, and measurement efforts needed to achieve intended value.

Strategy Lenses

Looking through every lens.

As the leading Change and Transformation ConsultancySM, we help your business harness change as an opportunity for growth and value creation—for your customers, employees, shareholders, partners, communities, and more.

Our emphasis on collaboration brings about pragmatic, actionable solutions that you can carry forward into the future. Together, we’ll explore Customer, Workforce, and Operational lenses to unlock undeniable value.

We’re known and recognized.

We've received recognition in the below reports:

North Highland’s service delivery reflects the combination of its roots in execution-oriented delivery activities with strategy and design. The firm’s service delivery pivots on the two poles of a client’s starting position and future outlook, with an eye to balancing future-back opportunities with today-forward differentiated capabilities.

ALM Intelligence, Business Strategy & Planning, 2019

Clients know us and choose us for delivering outcomes.

94 percent of our business is with repeat clients.

North Highland has strong capabilities in CX vision development, business case development, and CX roadmap development – key elements of its transformation story. Its approach to business cases and roadmaps are particularly noteworthy because they’re rooted in North Highland’s framework for assessing CX’s value to business – Experience Economics.

The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020

The new path for North Highland has been to drill down into the nature and science of transformation, and reconfigure its entire consulting offering around planning and delivering effective client transformations.

ALM Intelligence Pacesetter Research: M&A Services, 2021-2022

We make meaningful digital evolution happen through the transformation of workforce, customer, and operational processes – with technology sitting at the core.

Jason Jercinovic, Vice President and US Digital Lead at North Highland

CUSTOMER TRANSFORMATION

WORKFORCE TRANSFORMATION

Workforce Strategy

Your workforce’s potential is waiting to be unleashed. We help you set a workforce strategy that brings your business strategy to life. Our approach is guided by workforce planning that empowers you to visualize the benefits, risks, costs, and impacts of your workforce-related choices and the workforce ecosystem.

Organizational Design

We enable you to design an organizational structure and system that supports your business strategy through competency definitions, operating processes, and job and career frameworks.

Leadership and Talent Development

We’ll partner with you to build world-class leadership, talent, and learning practices that drive high performance, build resilience, and equip the workforce with the skills they need to navigate an uncertain future.

Culture and Ways of Working

Our experts will craft, design, and evolve your culture. On top of this, we also give you the tools to orient the mindsets, behaviors, practices, and skill sets of your team around your shared vision, purpose, and unique cultural aspirations.

Employee Experience and Engagement

How can you effectively reimagine employee contracts and experiences to meet and exceed evolved expectations? Our globally recognized leadership and expertise includes crafting the people value proposition, communication, design, delivery, and management of the employee experience to drive business impact.

OPERATIONAL TRANSFORMATION

Operational Strategy

We help organizations identify and assess the capabilities needed for growth, efficiency, and lasting change. Then, we design operating models that seamlessly blend people, processes, technology, and data.

Operational Excellence and Management

Rethink, reengineer, and integrate your operational management strategy and assets in resource-intensive areas like contact centers, supply chain, distribution, and other key back- and front-office functions. Our approach equips you with the alignment, efficiency, and flexibility for performance and continuous improvement.

Operational and Performance Analytics

How can you use the power of data and analytics to inform strategic decision-making, impact tracking, and ongoing operational management needed for game-changing results? Our teams and experts bring proven expertise, methods, and experience to chart the path.

Automation and Process Engineering

Create efficiency and simplicity in your business processes via business analysis, process design and reengineering, and intelligent automation. Our approaches incorporate emerging capabilities, including process mining, cognitive strategies, and artificial intelligence.

Operational Technology Strategy

We empower you to design and deliver the technology strategy and stack you need to exceed company objectives, enable operational efficiency, and support sustainable growth.

OUR THINKING

Rob Sherrell

Rob Sherrell

Vice President, Customer Transformation Lead

Rob has over 20 years of customer strategy and customer-driven transformation expertise. He has led hundreds of successful customer and employee-centered engagements for B2B and B2C clients across industries. Rob specializes in helping our clients expand their market presence via experience-based differentiation.

Kiely Flanigan

Dr. Kiely Flanigan, Ph.D.

Workforce Transformation Lead

Kiely is an Associate Vice President at North Highland and leads the firm's Workforce Strategy practice. She brings expertise in talent and organizational development, including over 20 years of experience in people-centered transformation. Kiely is a graduate of the University of North Carolina at Chapel Hill, with a Bachelor of Arts in Communication.

Navid Ahdieh

Navid Ahdieh

Managing Director, Operational Transformation Lead

Navid has 20 years of experience designing and embedding new business, operational, and organizational models. With an extensive transformation background, Navid specializes in helping clients grow and become more sustainable by optimizing their focus on customer interactions, developing resilient leaders, and creating alignment between strategic objectives and outcomes.

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