Designing for Customer Outcomes
LDO worked with a UK insurer to help leadership teams meet Consumer Duty obligations by connecting customer experience with regulatory assurance. Through mapping key customer journeys and analysing underlying operational challenges, we revealed where processes were undermining outcomes. The work established a clearer link between customer understanding, service delivery, and governance — enabling the business to prioritise improvements that delivered both regulatory compliance and commercial value.
Challenge
The CEO needed to reduce operating expenditure by £250M while simultaneously improving customer experience outcomes and positioning the company for a successful private equity exit.
Approach
Total assessment and redesign of the company's operating model:
Analysed customer journey pain points to identify root causes of operational underperformance
Used insights to establish principles for a new customer-centric operating model
Facilitated collaborative reimagining across every function in the company
Designed governance frameworks, decision-making authority, and measurement systems
Integrated CX considerations into core business operations
Delivered
A transformed operating model placing customer experience at the heart of business operations, with clear accountability, governance, and the ability to demonstrate repeatable ROI from CX investments.
Outcomes
£250M in cost savings achieved
CX function able to directly link activities to revenue impact and NPS improvements
Virgin Media achieved long-term strategic goal of sale to Liberty Global within 6 years
Operating model became blueprint for customer-centric transformation across the organisation
Demonstrated that customer-centricity drives commercial outcomes: sustainable growth, cost reduction, and successful exit