Case Study: a major UK retailer achieves sustainable cost savings with North Highland

Major UK Retailer saves millions with North Highland

North Highland partnered with a major UK retailer that needed to close a significant cost gap without compromising customer experience. The challenge involved translating a high-level vision into practical, function-level changes across 18 diverse business areas to increase productivity and create a lasting impact beyond initial structural changes.

North Highland redesigned the retailer's operating model by conducting a detailed function-level analysis and addressing structures, processes, governance, culture, and technology. The approach focused on collaborative change leadership and capability transfer. This resulted in millions in projected cost savings, over 1,400 employees supported through redesign, streamlined decision-making, and an embedded culture of continuous improvement, leaving the organization capable of sustaining change on its own.