* Organisational Design Lead | Retail
* A senior individual contributor role with strong visibility and influence
* 4 days in office / 1 day WFH
The Opportunity
This is a rare opportunity to step into a high-impact Organisational Development role at a pivotal moment of transformation. Our client is shifting from a sales-led model to a service-led, customer-centric organisation, and the retail portfolio sits right at the heart of that change.
This role partners closely with leaders across retail stores, frontline customer teams, and enterprise-facing operations, where culture is experienced most directly by customers and employees alike.
If you are an OD leader who understands the realities of frontline, multi-site retail environments and knows how to translate strategy into practical, embedded change, this role will stretch and reward you.
The Role
As the Organisational Development Lead, you will be the primary OD partner to retail and customer-facing leaders.
You will act as the “face” of Organisational Development within the portfolio, integrating and amplifying work across three Centres of Excellence:
* Leadership & Talent (including performance)
* Learning & Capability (Academies, Frontline/Stores, Compliance, Digital)
* Inclusive Employee Experience (Culture, Ways of Working, D&I)
This role is not about rolling out frameworks or running standalone programs. It’s about changing how leadership shows up at the frontline and embedding a service mindset into everyday operations.
Key Responsibilities
Reimagine Frontline & Retail Experience
* Partner with retail and customer operations leaders to shift behaviours from transactional selling to service-led customer interactions.
* Help redefine leadership expectations, performance drivers, and ways of working in frontline environments.
* Design OD interventions that resonate with store leaders and frontline teams operating at pace.
End-to-End OD Design
* Diagnose real organisational and performance challenges using data — not assumptions or “training requests.”
* Design and deliver end-to-end OD programs aligned to strategic priorities.
* Balance commercial outcomes with human-centred service experiences.
Embedding Sustainable Change
* Focus on how change lands in day-to-day retail and customer operations.
* Ensure initiatives are scalable, practical, and embedded — not “head office slide decks.”
* Build change that sticks across geographically dispersed teams.
Integration & Influence
* Act as an integrator of work from Leadership, Learning, and Culture COEs.
* Work closely with HR Business Partners to deliver joined-up solutions.
* Influence a diverse stakeholder group — from new executives driving rapid change to long-tenured leaders accustomed to sales-driven models.
What We’re Looking For
1. Significant Organisational Development experience within large, complex organisations.
2. Strong, demonstrable experience working with retail or customer-facing operations, ideally multi-site and frontline-heavy.
3. Experience supporting cultural or behavioural shifts in sales-driven environments transitioning to service-led models.
4. Background in regulated or highly structured industries (telecommunications, financial services, utilities, etc.).
5. Strong data literacy and the ability to challenge bias with evidence.
6. Proven capability to