Overview
We are seeking an experienced Service Designer and Target Operating Model Consultant to contribute to a major business transformation initiative aimed at redefining the service model for managing a diverse network of owners in a leading European marketplace. This role involves designing a tiered, proactive Account Management model that improves how owners are supported and engaged based on their specific value and needs. The consultant will collaborate with various stakeholders across Europe to develop a scalable service operating model that enhances owner experiences while optimizing resource allocation.
Responsibilities
- Design a tiered Account Management service model based on owner value and needs.
- Define customer journeys and service propositions for various owner segments.
- Establish service levels, touchpoints, and engagement strategies for each tier.
- Determine the deployment of Account Management resources across segments.
- Balance proactive Account Management with reactive support services.
- Define roles and responsibilities across Account Management and service teams.
- Facilitate workshops with stakeholders to refine the new model.
- Identify necessary processes and capabilities for successful implementation.
Requirements
- Proven experience in designing customer or account management service models.
- Background in Service Design, Target Operating Model, or Business Transformation.
- Experience with tiered service models and differentiated customer segments.
- Familiarity with B2C, marketplaces, or networks managing large customer bases.
- Ability to engage with frontline teams and senior leadership effectively.
- Experience in developing scalable operational models across multiple regions.