Organizational Design Lead (m/f/d)

Kraken is the operating system for the future of utilities. When clients choose Kraken, they do so with bold ambitions – to transform customer experience, reduce cost to serve, and unlock faster growth and innovation. Delivering on this at pace requires more than world-class technology. Clients must also evolve how they operate and build cultures that enable people to thrive alongside the platform.

Increasingly, our clients want to go beyond transforming customer operations alone. They are looking to redesign the broader organisation – horizontally across functions and vertically through leadership, governance, and decision-making – so the whole business is aligned to the Kraken way of working.

To support this, Kraken delivers transformation through three closely connected practice groups: Human Design, Organisational Design, and Technology. This role sits within the Organisational Design team, helping clients shape structures, partnerships, and ways of working that fully unlock the value of Kraken.

Why this role exists

At Kraken, organisational design isn’t an academic exercise –  it’s how we help clients unlock the full value of our platform, data, and ways of working.

The Organisational Design Lead helps clients reimagine how they organise around customers, product, and outcomes, and then supports them to make it real. This role sits at the intersection of people, product, partners, and delivery, shaping organisations that can scale, adapt, and continuously improve.

You’ll work closely with client leaders, Kraken Delivery Ops, Product, and partners to design target organisations that are belief-building, operationally sound, and built for change –  not static org charts.

What you’ll do:

• Design organisations that work in practice

• Help senior client leaders imagine and define their future-state organisational design, aligned to their North Star and the capabilities of the Kraken platform.

• Translate ambition into practical designs – roles, capabilities, spans and layers, decision rights, and interaction models that actually work day-to-day.

• Move clients from current-state to target-state through clear phasing, sequencing, and pragmatic trade-offs.

• Enable clients to have  end-to-end accountability for organisational outcomes across the Build–Operate–Transfer lifecycle. Own a portfolio of client accounts and manage senior relationships, spotting risks early and orchestrating targeted interventions.

• Partner with Global Practice Leads to share client learning to continually 

• Ensure organisational design is grounded in a deep understanding of Kraken’s product capabilities, automation, and data.

• Help clients understand how roles, skills, and team structures evolve as product maturity increases and manual work falls away.

• Design organisations where Operations, Product, Innovation, and Data are intentionally aligned and designed as one system, breaking down silos and enabling shared ownership of outcomes.

• Actively support clients to transform product, innovation, and data functions alongside Operations, ensuring organisational design keeps pace with platform capability, automation, and insight as they evolve.shape global standards

• Help clients decide what to keep in-house vs what to partner, and how work should flow across internal teams, Kraken, and BPOs.

• Design BPO models that reinforce customer ownership, quality, and accountability –  not just cost efficiency.

• Support the setup of strong partner relationships, with clear governance, performance measures, and ways of working.

• Act as a trusted thought partner to senior client leaders, helping them see why the new model matters –  not just what it looks like.

• Facilitate workshops and conversations that challenge legacy thinking while building confidence and alignment.

• Work hand-in-hand with Delivery Ops, Human Design, and Change teams to embed organisational design into delivery, not leave it on a slide.

• Clients have a clear, credible target organisation that aligns people, product, and partners around customer outcomes.

• Operations are enabled alongside their product, innovation and data teams

• Organisations evolve alongside the Kraken platform, rather than being redesigned every few years.

• BPOs are integrated as true extensions of the operating model, not bolt-ons.

• Leaders understand their role in the new model and are confident leading through change.

What you’ll bring

• Proven experience designing and running operating models in complex, regulated environments (Energy, Utilities, Telco, Public Sector).

• Strong understanding of BPO models and partner ecosystems.

• Comfort working alongside product, technology, and data teams, translating capability into organisational impact.

• Excellent facilitation and influencing skills, with credibility at exec and senior leadership level.

• Experienced in leading senior, outcome-driven workshops and interventions that create real movement and a world class communicator across different cultures.

• A bias for action, pragmatism, and delivery –  you care about what lands, not just what looks good.

• Deep understanding of the human impact of organisational change, and an expert in creating psychological safety no matter the audience.