Confidential European Airline

Business transformation

Positioning one of Europe’s largest airlines for future growth through the design and implementation of a new target operating model (TOM).


A major European airline was facing increasing competition and organisational complexity after years of rapid expansion. They needed to reset their enterprise-wide target operating model (TOM) to support future growth and deliver significant changes to corporate governance and key head office functions.

CX Solution

Gate One delivered a new TOM centred on four key pillars: digital and data, customer focus, network strength and cost efficiency, with strategies and cross-functional teams created for each pillar. Behavioural change focused on removing silos and promoting greater cross-functional collaboration and decision-making.

Business impact

The overall result was a leaner, more competitive organisation with business leaders and HR teams benefiting from a legacy of transformational skills.

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