Instead, we intentionally align the delivery model to the level of relocation benefit complexity, decision support required, and experience intensity associated with each program type while maintaining a consistent service ethos and accountability framework.

We apply an experience management (XM) methodology by intentionally architecting service delivery models around the type and complexity of each move, rather than relying on a one-size-fits-all approach. This approach recognizes that mobility programs must evolve alongside changing workforce expectations, increasing variability in move complexity, and pressure to scale without adding headcount. By grounding service design in the lived experience of relocating employees, Altair ensures that each move type is evaluated based on its unique levels of complexity, emotional intensity, decision velocity, and stakeholder involvement.

This XM-driven mindset shifts the focus from simply delivering services to delivering the right experience at the right moment. As a result, service delivery becomes more precise, avoiding the common pitfalls of over-servicing simple moves and under-servicing complex ones. Personalization is embedded into the experience, ensuring that each employee and client partner receives the appropriate level of expertise, interaction, and support. In this model, better outcomes are not achieved by providing more service, but by aligning service delivery to actual needs. This creates a more consistent and meaningful relocation experience across diverse employee populations.

To operationalize this XM philosophy, Altair leverages a structured experience delivery framework that assesses how services are delivered across four key dimensions. Employee–RMC interaction models are tailored to balance personalization and efficiency, using one-to-one or team-based approaches where they create the most value. Expertise is aligned to task, ensuring that high-skill resources focus on high-impact moments requiring judgment and problem-solving, rather than routine administration. Service boundaries are clearly defined by move type, allowing service intensity to scale up or down in line with complexity and business impact.

Additionally, a flexible delivery model balances centralized efficiency with localized expertise to meet diverse client and employee needs. This precise alignment enables Altair to optimize resource utilization while enhancing the overall experience. The result is a delivery model that improves employee experience without increasing program cost. It also supports scalability as mobility programs evolve and ensures stronger alignment with business priorities. Ultimately, this XM-based approach creates a future-ready mobility program that adapts continuously while maintaining high-quality, right-fit service delivery for every talent segment.

FULLY MANAGED PROGRAMS AND CORE-FLEX PROGRAMS are typically supported through a Consultant-to-customer (the relocating employee) model. In these scenarios, an Altair Consultant anchors the experience end-to-end, providing personalized counselling, proactive planning, supplier partner coordination, and issue resolution commensurate with the scope of employer-sponsored benefits and business impact.

LEADERSHIP AND EXECUTIVE PROGRAMS are safeguarded in our Enhanced Service Model built on a true concierge-style approach. Senior, tenured Consultants act as a dedicated relocation advocate proactively managing supplier partners, coordinating documentation where legally permissible, anticipating issues before they arise, and supporting both the employee and family end-to-end. This white glove model is purpose-built for complex, high impact moves where discretion, continuity, and time savings are essential.

EARLY CAREER/ENTRY- TO MID-PROFESSIONALS who are typically offered limited-benefit or lump-sum programs, excel in our customer-to-team-based-Consultant delivery model, enabling experienced Consultants to support employees with more standardized needs while maintaining access to expert guidance and defined escalation paths. Day-to-day support is intentionally advisory and coaching-focused rather than fully administered.

Across all delivery models, including executive concierge support, Altair ensures consistency by:

• Maintaining clear service boundaries designed by move type
• Aligning the right level of expertise to the right moments of need
• Preserving a single point of accountability, even within team-based models

This flexible approach drives consistent experience outcomes even when policy design and relocation benefit levels vary.

All relocating employees access Altair’s STAR platform, which functions as a centralized, mobile-friendly hub for relocation information, actions (or to-do list), and communication. This ensures every employee, regardless of program type, has a consistent digital experience for tracking move progress, accessing resources for their new destination, and connecting with their Altair Consultant.

While the depth of services differs by policy, the STAR experience remains the same. Employees in Fully Managed and Core flex programs use STAR to view assigned services and milestones, while Lump sum employees use it to access destination information and optional supplier partner resources. This common platform eliminates confusion and reinforces consistency across programs.

Altair maintains a consistent service philosophy, while intentionally adapting the type of guidance and digital tools provided based on the corporate relocation model:

FULLY MANAGED PROGRAMS receive comprehensive guidance, including benefits counseling, proactive move service ordering, supplier partner coordination, and, in applicable programs, invoice management.

CORE-FLEX PROGRAMS combine structured counselling on required core benefits (such as household goods, immigration, or destination services) with decision support guidance that helps employees select additional flex benefits aligned with their needs.

LUMP SUM PROGRAMS receive coaching-based guidance focused on planning, timing, and smart use of funds rather than direct service delivery. This approach ensures relocating employees feel equally supported, even when the employer’s cost-and-control model differs.

Altair leverages a vetted, independent global supplier partner network to support relocation needs across all program types. In fully administered and core policies, Altair manages supplier partners directly on behalf of the employee. In lump sum programs, employees are given optional, self-service access to the same network of trusted move partners through the Marketplace within STAR. This ensures equitable access to quality providers such as household goods shipping, temporary housing, vehicle transport, and pet relocation while still respecting the autonomy and flexibility inherent in lump sum programs.

Whether a relocating employee is on a Fully Managed, Core flex, or Lump sum Program, the foundational service principles remain intact, while oversight, frequency of touchpoints, and personalization scale appropriately.