After a successful first transformation cycle, our client, the UK’s largest motorway service area operator, had modernised their infrastructure, architecture, applications, and data, shifting the business from survival mode to stability. With backing from USS and CVC, the next phase demanded a more ambitious strategy, one that leveraged AI, automation, customer loyalty and digitalisation to redefine what a service station could be.
The long-serving CIO had played a pivotal role in guiding Moto through a period of substantial transformation. As the business prepared for its next phase of digitally led growth, he worked closely with the executive team to plan a thoughtful leadership transition that would best support the evolving priorities. The process was collaborative and well-managed, with mutual respect and a seamless handover.
However, replacing someone so embedded in the business was not straightforward. The executive team weren’t fully clear on what the next leader needed to look like. The private equity backers had a sharp vision for digital growth, but translating that into an executable brief was a challenge. The business also feared losing critical knowledge, and weren’t sure such a multi-faceted leader even existed.
We helped the client navigate these unknowns through an agile and consultative process. Rather than focus narrowly on one profile, we presented a spectrum of candidates, from highly technical to digitally native, from sector specialists to PE-savvy leaders. This beauty parade became a valuable education process, which helped the client sharpen their thinking, align internal and PE expectations, and reduce the perceived risk of change.
As the process evolved, so did the brief. The team gained confidence and clarity, ultimately appointing a Chief Information and Digital Officer who could lead with vision across cutting-edge technology, customer experience, and operational resilience.
The new CIDO is already laying the foundations for a more digitally integrated, customer-centric business. With clear alignment across leadership and ownership, Moto is now positioned to deliver on its next wave of value creation, whether that ends in exit or a third phase of growth.
