Williams Lea / Goldman Sachs
Turning a service desk into a strategic creative partner
Creative Operations • Service Design • Brand Governance • Global Teams • Client Partnership
Supporting one of the world's leading financial institutions required a creative organization capable of delivering brand-critical work across markets, time zones and disciplines — with the standards, leadership structure and operating model to sustain it.
The Challenge
Creative was being consumed as a production service: briefs arrived late, quality was uneven, and the team had no seat at the table where decisions were made. The work also had to satisfy a demanding compliance environment while still looking and feeling like a market-leading institution across every deliverable.
Our Approach
Rebuilt the operating model, the talent strategy and the client relationship — repositioning creative as an advisory partner embedded in the firm's most sensitive work.
Designed intake, triage and escalation so the right talent met the right brief at the right hour.
Instituted shared templates, review gates and a single visual standard across all four hubs.
Built continuous coverage across New York, London, Hong Kong and India.
Brand in Action
Four hubs, one standard. Creative partners now sit in planning conversations for the firm's highest-stakes moments, with continuous coverage aligned to market hours and deal timelines.
Impact
The model secured a six-year contract renewal and delivered double-digit revenue growth year over year, while raising creative quality and retention across the organization.