Led the development of a web-based playbook to unify Delivery operations and improve consistency across EMEA during a period of rapid scale-up.
Conducted on-site research across multiple European countries to capture high-performing practices in logistics, delivery, and customer experience.
Synthesised insights into a streamlined, interactive guide focused on capabilities, not job titles — enabling teams to align around outcomes.
Designed the playbook to deliver just-in-time access to essential tools, templates, and guidance for high-pressure delivery environments.
Embedded the resource into onboarding, workforce planning, and operational workflows to support clarity and scale.
Widely adopted by site managers and regional leaders as a go-to system for alignment, training, and operational uplift.
