Integrated ISP logistics transformation

Following a period of significant organisational growth and change, it became clear that the existing logistics approach would not scale to support future demand.

Working closely with senior technology, customer experience and development stakeholders, as well as external partners, I led the design and delivery of a new outbound and returns model. This focused on improving automation and data integration to support robust, end-to-end device lifecycle management.

The programme also included the introduction of intuitive, colour-coded packaging and supporting materials, enabling reliable customer self-installation for both new services and replacement equipment.

The solution has been adopted successfully across the business, receiving consistently positive internal feedback, and continues to evolve alongside the organisation.