Client challenge
The client had successfully built a thriving global recruitment business over 50 years but was operating in regional silos, each maintaining multiple legacy technology stacks. To drive efficiency, innovation and scalability, the organisation decided to centralise its technology function and transition to an outsourced partner. This transformation required significant change management to support the adoption of a new Service Management tool and ensure a smooth transition to new ways of working across 33 countries.
What we did
Developed a stakeholder and communications strategy – Designed and executed a plan to announce the outsourcing transition, ensuring 700+ employees across multiple countries were supported through the TUPE process.
Facilitated Change Impact workshops – Engaged regional teams to assess how the new Service Management Tool (SNOW) and new ways of working would impact each location.
Mapped personas and built a super-user community – Identified key stakeholder groups to tailor communications and training, ensuring all employees received targeted and relevant support.
Designed and delivered multi-language training and communications – Created a detailed training needs analysis and translated communications into 10 languages, ensuring employees felt heard, informed, and supported throughout the transition.
Business outcomes
- Seamless transition to the outsourced partner – All employees received timely, country-specific information, ensuring compliance with TUPE regulations.
- Confident and well-informed technology teams – Employees clearly understood their roles, responsibilities, and how to operate within the new ways of working.
- Realised financial efficiencies without disruption – The consolidation and optimisation of technology were achieved without negatively impacting performance or user experience.
“Uuna played a critical role in making this transformation a success. Their expertise in change management ensured our teams were well-prepared, engaged, and supported every step of the way. This wasn’t just about a technology shift—it was about people, and Uuna helped us get it right.”
Global Transformation Director
