Organizational Design Lead

Role Overview

• Design organisations that work in practice
• Help senior client leaders imagine and define their future-state organisational design, aligned to their North Star and the capabilities of the Kraken platform.
• Translate ambition into practical designs – roles, capabilities, spans and layers, decision rights, and interaction models that actually work day-to-day.
• Move clients from current-state to target-state through clear phasing, sequencing, and pragmatic trade-offs.
• Enable clients to have end-to-end accountability for organisational outcomes across the Build–Operate–Transfer lifecycle. Own a portfolio of client accounts and manage senior relationships, spotting risks early and orchestrating targeted interventions.
• Partner with Global Practice Leads to share client learning to continually
• Ensure organisational design is grounded in a deep understanding of Kraken’s product capabilities, automation, and data.
• Help clients understand how roles, skills, and team structures evolve as product maturity increases and manual work falls away.
• Design organisations where Operations, Product, Innovation, and Data are intentionally aligned and designed as one system, breaking down silos and enabling shared ownership of outcomes.
• Actively support clients to transform product, innovation, and data functions alongside Operations, ensuring organisational design keeps pace with platform capability, automation, and insight as they evolve.shape global standards
• Help clients decide what to keep in-house vs what to partner, and how work should flow across internal teams, Kraken, and BPOs.
• Design BPO models that reinforce customer ownership, quality, and accountability – not just cost efficiency.
• Support the setup of strong partner relationships, with clear governance, performance measures, and ways of working.
• Act as a trusted thought partner to senior client leaders, helping them see why the new model matters – not just what it looks like.
• Facilitate workshops and conversations that challenge legacy thinking while building confidence and alignment.
• Work hand-in-hand with Delivery Ops, Human Design, and Change teams to embed organisational design into delivery, not leave it on a slide.
• Clients have a clear, credible target organisation that aligns people, product, and partners around customer outcomes.
• Operations are enabled alongside their product, innovation and data teams
• Organisations evolve alongside the Kraken platform, rather than being redesigned every few years.
• BPOs are integrated as true extensions of the operating model, not bolt-ons.
• Leaders understand their role in the new model and are confident leading through change.

Requirements

• Proven experience designing and running operating models in complex, regulated environments (Energy, Utilities, Telco, Public Sector).
• Strong understanding of BPO models and partner ecosystems.
• Comfort working alongside product, technology, and data teams, translating capability into organisational impact.
• Excellent facilitation and influencing skills, with credibility at exec and senior leadership level.
• Experienced in leading senior, outcome-driven workshops and interventions that create real movement and a world class communicator across different cultures.
• A bias for action, pragmatism, and delivery – you care about what lands, not just what looks good.
• Deep understanding of the human impact of organisational change, and an expert in creating psychological safety no matter the audience.

Benefits

• Flexible work arrangements
• Professional development opportunities