Designing a Future-Ready Operating Model for the UK’s Largest Health Research Organisation

The Challenge

Following a period of rapid and sustained growth, the organisation found itself at a pivotal moment where its previous start-up agility was beginning to create friction. As the organisation scaled, the complexity of its operating model increased. Key issues included:

• Team structures had evolved organically rather than intentionally, leading to a lack of clarity and consistency across the organisation.
• Decision-making was becoming increasingly slow and layered, with varying ways of working impacting overall efficiency.
• At the leadership level, alignment was becoming harder to achieve due to clashing strategic priorities.
• There was a clear need to transition from a high-performing start-up to a more mature, scalable organisation to achieve their ambitious future targets.

The Results

Let’s Talk Talent utilised their “Future Back” methodology to conduct a comprehensive review and define a clear, future-focused path forward. The actionable solutions included:

• A structural shift towards a more customer-led operating model, reorienting the organisation around science, product experience, and technology.
• A recommendation to streamline the Executive Team structure to enable faster decision-making, which included introducing a Chief Commercial Officer role to drive cohesion.
• A shift away from using OKRs to a KPI-driven approach to simplify and strengthen how success is defined and measured.
• The development of a clear set of organisational values, a compelling Employee Value Proposition, and robust competency frameworks to support cultural transformation.
• Significant improvements in leadership alignment, providing the organisation with a structured, three-phase roadmap to transition confidently into a future-ready state.