Taking a positive approach to change management. John Lewis Partnership had separate HR, Procurement, IT and Finance functions for each of their retail businesses, and had appointed Deloitte to drive greater efficiencies with a single, shared services centre. They needed to communicate the benefits of the new facility to employees during a period of major change.


The John Lewis Partnership operates John Lewis department stores, Waitrose supermarkets, and its banking, financial and communications services. The company is owned by a trust on behalf of its employees (Partners) who have a say in the running of the business, and receive a share of annual profits.

Altogether easier

Combining qualitative research with workshops to understand the impact of the forthcoming changes, we created a positive story to engage and build support for the new facility from day one. We named and created a visual identity, rolled out a suite of communications pieces and orchestrated a launch campaign across the business.


Research / Brand strategy / Corporate identity / Launch campaign / Literature system / Signage & interior graphics

A successful roll-out. A new business division that’s valued across the group.

The branding exercise helped launch Partnership Services – creating a new business entity on a par with the company’s retail divisions. The launch programme engaged employees with highly visible, positive, human communications that helped to educate and drive adoption and compliance though a period of major organisational change.

Deloitte cite the project as their most successful to date in managing the transition from a collection of internal functions to a valued consultative partner.

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