Problem

A large retail group set out to create a subscription product that would unify and enhance customer experiences across its various brands and partners. This initiative faced significant complexities due to the need to integrate multiple systems, each with its own technology stack, customer acquisition and retention strategies, and distinct buyer personas. 

The endeavour required integrating data from multiple sources while adhering to strict contractual, security, privacy, governance, and retention requirements. The initiative aimed to leverage both granular and aggregated data to better understand customer behaviour and support the next iteration of their products, all within a decentralised, multi-brand environment.

The retail group’s data teams were challenged to balance tactical and strategic objectives, navigate internal leadership dynamics, and ensure data accessibility without creating bottlenecks. Building a robust and scalable data platform was essential to unlocking the value of this data, which was complicated by the complex decentralised operating model and the distinct roles of the various teams involved.

Solution

The solution involved constructing a data platform on a cloud infrastructure, with a data warehouse serving as the core to deliver scalable analytical capabilities. DiUS was engaged to provide both data and software engineering expertise to support the data platform. 

Data ingestion was managed through a combination of streaming services, APIs, and other data sources. DiUS also implemented a governance model embedded in the code to ensure privacy and compliance. Over the last six months, DiUS took on a more consultative leadership role within the data team, focusing on architecture and design to help overcome the complex challenges posed by the decentralised operating model. 

The joint team concentrated on creating reusable data products, such as a core data product that enabled robust reporting and analytics across the organisation. DiUS also developed an “ingestion-as-a-service” model to address operational challenges with managed cloud services. This consultative yet hands-on approach allowed the retail group’s data teams to focus on driving long-term strategic change while maintaining the ability to deliver immediate value.

Result

DiUS successfully developed fit-for-purpose core data products that empowered the retail group’s teams to make more informed decisions. The production-ready data models and robust data pipelines created by DiUS streamlined operations, enabling continuous integration, monitoring, and alerting.

The consultative approach facilitated effective collaboration across various divisions and stakeholders, ensuring that the data platform could scale to meet the growing demands of the organisation. The retail group is now better positioned to understand customer behaviour, optimise the member experience, and drive the next iteration of its product offerings across all brands.