Optimising Impact: Way We Work Case Study by The Smith Family

Organisations often face inefficiencies not at the point of execution, but at the foundation - where work is initiated, structured, and connected to strategic objectives. Without a clear view of how tasks contribute to broader goals, decision-making becomes reactive and impact is diminished.

Join us for an interactive session exploring how to map the full loop of value creation - from defining the problem to delivering and validating impact. Sharing the experience of The Smith Family will demonstrate how visualising work helps uncover inefficiencies, align efforts with strategy, and sharpen focus for better decision-making. The results had a significant impact on their business, and by nature contributing to society.

Key takeaways:
🔹 Use work visualisation to connect outputs to strategy and articulate value at all levels
🔹 Apply structured planning cadences to assess progress, refine focus, and drive continuous improvement
🔹 Set up a delivery pathway that moves from problem definition → discovery → delivery → validation
🔹 Learn how to embed an adaptive approach that ensures ongoing impact and effectiveness

This session is for leaders, product, project and change makers looking to build a more structured, outcome-driven approach to delivering value.

Bio
Dylan Rose is a strategic leader in customer experience, fundraising, and business transformation, with a career spanning over 20 years across the not-for-profit and commercial sectors. Currently serving as the Customer Experience and Strategy National Manager at The Smith Family, Dylan leads eight teams across operations, donor engagement, and mid-value giving, driving initiatives that enhance supporter retention, streamline processes, and improve overall experience.

Dylan’s career began in call centres and data-driven marketing, where he developed a deep understanding of customer behaviour and the role of data in shaping engagement strategies. Since transitioning to the not-for-profit sector over a decade ago, he has embedded human-centred strategies that balance efficiency with emotional connection—leveraging data to understand donor motivations beyond traditional response and conversion rates.

As a strong advocate for Agile methodologies, Dylan has led cross-functional squads focused on supporter retention and experience, implementing digital solutions that enhance engagement while optimising resources. Under his leadership, teams have significantly improved retention outcomes, increased customer satisfaction, and enhanced operational efficiency through automation, data insights, and continuous improvement.

Dylan is passionate about making work more engaging, customer interactions more meaningful, and delivering value sooner, safer, and happier.

Hosted by Ruma Dak: Senior Consultant BVSSH
Ruma is passionate about helping teams and leaders embrace change and work smarter in fast-paced environments. With a strong foundation in both technical and people-focused roles, she empowers individuals and teams to adapt, collaborate, and drive measurable outcomes. Ruma combines her coaching and facilitation skills to design effective ways of working that enable organisations to thrive amidst complexity and transformation.