Our client, a major FTSE 100 travel company, had identified a significant multi-£m data analytics opportunity to deliver superior personalised customer experience, operational efficiencies and commercial performance.
Pockets of data analytics were spread across four disparate European teams, but with substantial variations in analytics maturity, processes, people capability and underlying technology. This also led to siloed behaviours, inhibiting the sharing of good data practice and ultimately prevented the organisation from realising the potential data opportunities.
Partnering closely with our client, we created a joint client-consultant team and conducted a data analytics maturity assessment to understand the current siloed analytics structures, capabilities, processes, roles, responsibilities and opportunities.
We also created an overall data analytics vision, underpinned by clear data use cases and a data roadmap for enhancing the overall commercial performance and customer journey.
Finally, a series of future data analytics operating model design options were developed and evaluated, with the resulting strategic recommendations and overall business case proposed to the board.
The board endorsed all the overall recommendations, including agreement to the following:
- The data analytics vision, key use cases and a strategic roadmap containing clear data initiative priorities and quick wins.
- The overall European-wide data analytics operating model, including target organisation structures, talent management and career paths, core data governance processes and ways of working.
- The transition plan and business case to join up the previous silos and create the new centralised data analytics capability.