Enterprise-wide transformation across multiple divisions
Six divisions shifted from reactive to proactive innovation
About
One of the world's leading airlines, serving over 170 destinations worldwide. Partnered with launchlabs to drive operational excellence, innovation, and data-driven decision-making across multiple divisions.
Challenge
Qatar Airways needed to shift from reactive to proactive innovation, embedding customer excellence, operational efficiency, and agile capabilities at scale — from HR leadership to customer-facing workforce.
Solution
Designed Design Thinking transformation for Senior HR Leadership including Chief People Officer. Pioneered AI Training Simulation App recognized and prioritized by Group CEO as exemplar of data-driven transformation. Co-created CX Academy integrating Lean with customer journey optimization. Developed app feature converting operational data into enhanced passenger experiences while increasing ancillary revenue.
Outcome
Six divisions now operate with embedded innovation capabilities. The AI Training Simulation was prioritized by the Group CEO, and the CX Academy runs autonomously across departments. A new ancillary revenue stream was created from operational data.
The big consultancy left a strategy on the shelf; he left something they owned — and a refrain that took hold across the airline: when it gets hard, call Toby.
“Tobias helped us think in genuinely new ways and brought creative solutions to challenges we thought were complex — showing us how to simplify the difficult, always focused on real value.”
“Tobias's facilitation skills are unparalleled, and his preparation is noticeable — exceptional organisational skills, and a broad, deep understanding of diversity.”
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