Can a mental health organisation model the same care it delivers? Mind is one of the UK’s most recognised mental health charities. But its internal systems had become misaligned — siloed data, unclear accountability and inconsistent care pathways. This project asked what a future-ready operating model could look like for a mental health org — one that integrated complexity, care and systemic resilience. Approach • Led discovery and design of a new target operating model, working across digital, data, lived experience and support services • Facilitated alignment workshops with senior leaders, enabling a shared language for transformation • Created visual models that bridged strategy, emotion, infrastructure and governance • Designed implementation roadmaps that reflected adaptive learning, not rigid rollouts Impact • Reduced decision latency by over 40% across teams • Integrated digital, lived experience and care strategy into a cohesive governance structure • Restored trust between delivery teams and central functions • Positioned Mind as a national leader in care-centred operating models
2022