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Organisational Design

T&H CX > CUSTOMER EXPERIENCE AGENCY > Enablement > Organisational Design

Align structures, roles and governance to deliver your CX strategy and build a customer-focused organisation

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The Foundation for Alignment

Customer-centric organisations aren’t built by chance — they’re designed. Organisational design ensures your structures, roles and governance enable, rather than hinder, the delivery of CX strategy.

We help organisations design operating models that remove silos, clarify accountability and empower teams. The result: alignment between ambition and execution, with a structure built for both today and the future.

Why It Matters

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Without organisational design, businesses often face:

  • Misaligned structures that slow down CX delivery

  • Confusion over roles, responsibilities and ownership

  • Siloed teams working at cross-purposes

  • Leadership gaps that undermine accountability

  • Difficulty scaling as the organisation grows

Organisational design ensures people and structures work together to support customer and business outcomes.

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A trusted partner to Australia’s leading customer-obsessed brands

 

What We Deliver

Operating Model Design

Align structures, teams and processes with CX strategy.

Role & Responsibility Clarity

Define ownership, decision-rights and accountability.

Governance Frameworks

Ensure leadership oversight and cross-functional alignment.

Scalable Structures

Design teams and capabilities that grow with your organisation.

Our Approach

1. Discover

Assess current structures, roles and governance against CX goals.

2. Diagnose

Identify misalignments, gaps and inefficiencies.

3. Design

Create organisational structures and frameworks to enable CX success.

Our Difference

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Too many organisational designs focus only on cost or efficiency. We focus on capability and alignment.

Our senior team blends CX, strategy and operational expertise to ensure structures don’t just look neat on paper — they work in practice. We design organisations that are customer-focused, commercially grounded and ready to scale.

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The Value You’ll Gain

  • Aligned structures that support CX strategy and delivery

  • Clarity of roles and responsibilities across teams

  • Reduced silos and stronger cross-functional collaboration

  • Scalable operating models that grow with your organisation

  • Greater leadership visibility and accountability

Types of Engagements

Org Design Audits

Review of current structures, roles and governance.

Defined Scope Projects

End-to-end organisational design and operating model delivery.

Embedded

Ongoing support to evolve organisational structures over time.

When to Choose This Service

  • Structures don’t support CX strategy or delivery

  • Teams are siloed and misaligned

  • Leadership accountability is unclear

  • Organisation is growing but systems and structures aren’t scaling

  • Transformation requires structural change to succeed

FAQ’S

It’s the process of aligning structures, roles and governance with business and CX strategy.

Capability review assesses readiness of skills, tools and processes. Organisational design focuses on structure, roles and governance.

During transformation, periods of growth, mergers or when CX delivery is struggling.

Typically 8–12 weeks depending on scope and complexity.

Yes. We work alongside leadership and HR to embed new structures and governance.

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Tortoise & Hare
Customer Experience Agency

27 - 29 Watt St, Newcastle,
NSW, 2300, Australia
+61 (02) 8667 5310

© 2025 Tortoise & Hare. Tortoise & Hare is a registered trademark and business name of Australian Marketing Initiatives Pty Ltd (ABN 60‍ 169‍ 071‍ 783‍)