Enhancing Change Capability

Reviewing and strengthening TPT Retirement Solutions’ approach to change delivery through co-creation, practical tooling, and targeted coaching.

We partnered with TPT Retirement Solutions to assess their current change approach, design a clear and scalable playbook, and build internal capability; creating greater confidence, clarity, and consistency in how change is delivered across the organisation.

Background

TPT Retirement Solutions operates in a regulated and evolving pensions environment, where change is constant from regulatory updates to system enhancements and service improvements.

While change activity was ongoing across the organisation, delivery approaches varied. Some teams were navigating change confidently, while others lacked clarity on roles, expectations, and tools. There was no single, consistent playbook guiding how change should be initiated, governed, and embedded.

This created inconsistency in execution, variable stakeholder experiences, and avoidable pressure on delivery teams. TPT recognised the opportunity to move from strong individual efforts to a more repeatable and scalable model that would strengthen outcomes across the organisation.

Solution

Fluxion delivered a structured but light-touch engagement across three focused workstreams.

First, we conducted a review of the existing change delivery approach through interviews, workshops, and documentation analysis. This enabled us to assess current maturity, identify strengths, and uncover pain points in how change was initiated, governed, communicated, and embedded. The outcome was a clear and prioritised set of practical recommendations designed to improve consistency, execution, and impact in a way proportionate to TPT’s scale and ambition.

Second, we co-created a tailored change delivery playbook and toolkit. Rather than introducing a generic framework, we worked collaboratively with the internal team to design a model grounded in TPT’s culture, language, and existing good practice. The playbook defined a clear and repeatable change lifecycle, clarified roles and responsibilities, strengthened governance touchpoints, and introduced practical tools and templates to support delivery. It was designed to be usable and adaptable, enabling teams to apply it confidently in real projects rather than treat it as a theoretical document.

Finally, we provided targeted coaching and mentoring aligned to capability needs. This focused on embedding the new tools, building confidence in stakeholder engagement, and supporting individuals to apply the approach in real-world scenarios. The emphasis was on practical application, ensuring the model became part of everyday delivery rather than remaining a standalone artefact.

We reviewed existing workflows, documentation, tools, and available performance data, alongside assessing team structure, role clarity, workload distribution, and leadership dynamics. Particular attention was given to how the Data and Fundraising teams interacted, ensuring that both service delivery and stakeholder experience were properly understood.

We also explored the anticipated impact of upcoming CRM changes to ensure recommendations would remain relevant as systems evolved.

The final output was a concise presentation summarising key findings, improvement opportunities, and prioritised recommendations across process, structure, skills, and tooling. This included practical short-term actions to reduce the existing backlog and strengthen request triage, alongside longer-term considerations to support sustainable performance.

Impact

TPT Retirement Solutions now has a clearer understanding of its current change maturity and priority improvement areas. The organisation benefits from a co-created and practical playbook that brings consistency without unnecessary bureaucracy. There is now a shared language and structure for delivering change, alongside increased confidence across the team in leading and supporting transformation activity.

As a result, TPT is better positioned to deliver change in a consistent, scalable, and outcomes-focused way, reducing variability, strengthening collaboration, and building internal capability for the long term.