Policy : Decisions at the Edge

Commitment to Empowered, Informed Decision-Making
We believe that the best decisions are made closest to the customer. Teams working directly with users and data have the richest context and are best placed to act with speed and confidence. By enabling decisions at the edge, we reduce delays, cut unnecessary escalation, and ensure product choices are grounded in real-world insight.

What This Means
Decision-making is not the sole domain of senior leaders. We expect teams to take ownership of day-to-day product decisions, with clear strategic guardrails ensuring alignment and accountability.

Our commitment to decisions at the edge is built on:

• Context Sharing – Equipping teams with the vision, strategy, and principles they need to make sound decisions.
• Autonomy in Action – Allowing teams to make product choices without unnecessary approvals or bottlenecks.
• Customer Proximity – Prioritising input from those closest to users and market signals.
• Alignment to Guardrails – Ensuring that decentralised decisions still respect strategy, ethics, and organisational priorities.
• Rapid Responsiveness – Empowering teams to act quickly when customer needs or market conditions change.

Why This Matters
When decisions are centralised, they become slow, disconnected, and risk being out of touch with customer reality. Bottlenecks delay outcomes and weaken accountability. By making decisions at the edge, we increase agility, improve relevance, and build ownership across teams.

Our Expectation
All product teams must embrace decision-making at the edge. Teams are expected to use their proximity to customers and data to make informed choices, while leaders are expected to provide clear context and support.

To support this policy, governance models, communication practices, and leadership behaviours will be designed to balance autonomy with alignment. By enabling decisions at the edge, we unlock Better Value Sooner Safer Happier, ensuring products evolve faster and with stronger customer relevance.

This policy establishes a culture of empowered decision-making while ensuring teams act with confidence and accountability.