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Project Management

T&H CX > CUSTOMER EXPERIENCE AGENCY > Enablement > Project Management

Deliver CX and transformation initiatives on time and on budget

Talk to us about project management

The Foundation for Delivery

The best strategies mean little without disciplined execution. Project management provides the governance, structure and accountability that ensure CX initiatives are delivered successfully.

We bring project management expertise that keeps teams aligned, budgets under control and outcomes on track — so transformation efforts deliver the impact they promise.

Why It Matters

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Without structured project management, organisations often face:

  • Missed deadlines and budget overruns

  • Projects that drift without clear ownership or accountability

  • Misalignment across business units and stakeholders

  • Scope creep and wasted effort

  • CX initiatives that fail to scale or embed

Strong project management ensures initiatives are delivered with clarity, focus and measurable results.

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

 

What We Deliver

Project Governance

Frameworks to ensure oversight, accountability and stakeholder alignment.

Planning & Scheduling

Clear timelines, milestones and resource planning.

Risk & Issue Management

Early identification and mitigation to avoid delays or overruns.

Performance Tracking

Regular reporting and dashboards to track progress and outcomes.

Our Approach

1. Plan

Define scope, governance and delivery frameworks.

2. Execute

Manage teams, timelines, risks and resources.

3. Deliver

Track outcomes, embed improvements and ensure benefits are realised.

Our Difference

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Too many projects fail because execution is left to chance. We combine rigour with pragmatism.

Our senior team has client-side and agency experience across complex CX transformations. We know how to keep stakeholders aligned, manage risks and ensure delivery frameworks are realistic — not theoretical.

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The Value You’ll Gain

  • Projects delivered on time and on budget

  • Clear governance that keeps leadership aligned

  • Reduced risk of scope creep, delays and overruns

  • Confidence that CX initiatives will embed and scale

  • Stronger accountability and transparency for stakeholders

Types of Engagements

Project Setup

Frameworks, plans and governance structures for new initiatives.

Defined Scope Projects

Full project management delivery for CX or transformation initiatives.

Embedded

Long-term project management capability embedded within your team.

When to Choose This Service

  • CX or transformation projects are struggling to deliver results

  • Deadlines and budgets are being missed

  • Accountability and governance are unclear

  • Multiple stakeholders need alignment

  • Leadership wants visibility into project performance

FAQ’S

It’s the structured planning, governance and delivery of CX initiatives to ensure they are completed successfully.

No. While we specialise in CX transformation, we manage projects across brand, digital and organisational change.

It depends on project scope — from short-term initiatives to multi-year transformations.

Yes. We often augment or support internal PMs with frameworks, governance and specialist expertise.

We work with your existing systems (Jira, Asana, Monday.com, etc.) or set up the right tools for your needs.

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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)