Customer Operating Model Development and Improvement Partnership

National Highways seeks a supplier partnership to develop and implement an improved customer operating model across the organization. The engagement will focus on: establishing customer-centric processes, standards, and working practices; developing and enhancing a customer performance measurement framework with clear links between business activities and customer outcomes; conducting root cause analysis and impact measurement; prioritizing customer service improvements; managing program delivery through National Highways' change governance framework; and developing customer-focused initiatives including a new litter reduction approach for strategic road networks in collaboration with stakeholders such as devolved roads administrations and Keep Britain Tidy. The supplier will work alongside dedicated process owners and the Customer Innovation team to deliver multiple work streams concurrently through the Change Delivery Framework, ensuring benefits are evaluated and sustainable organizational change is achieved.