Target Operating Model Lead

Target Operating Model Lead

Location: Remote (offices in Manchester and London)

Contract: Outside IR35

Day rate: Up to £850

Duration: Until end of June (Most likely to extend)

Start date: ASAP

We are seeking an experienced contractor with expertise in target operating models and customer journey mapping, particularly within Supply Chain organizations and the Fast-Moving Consumer Goods (FMCG) sector. The primary objective of this role is to define the target customer model that will be enabled through the Digitisation project, with a specific focus on our market test in Chile.

This contractor will collaborate with subject matter experts across the business, map the current state, identify pain points and opportunities, define the future customer model that aligns with our vision for an enhanced customer experience and help document the roadmap to target state.

Key Deliverables:

• Documented current state of the customer model and touchpoints impacted by the project, with pain points and opportunities and a clear outline of the people, process and technology, including how these link together.
• Compare the current and future state of every capability and define the gap between them, to feed into the TOM Enterprise Program.
• Documentation and controls for accounting and risk management.
• Design of the price certainty framework and loss liability for trials, ensuring internal risk tolerance is maintained.
• Gather customer insights that will inform the ongoing refinement of the customer model.
• Provide updates to fortnightly and monthly reporting cycles.

• A fully defined target customer model for Chile, ready for market testing. This will include: Customer Journey Maps, with a set of diagrams that accurately describe the experiences customers would ideally want when interacting with the company
• Clear outline of the people, process and technology, including how these link together.
• Compile a straw model and get validation from key executives from different functions.
• After a straw model is defined, conduct facilitated workshops to refine the straw model to build the final operating model.
• Document the final model

Skills & Qualifications:

• Proven 5y+ experience in target operating models, particularly in Supply Chain and FMCG industries.
• Strong background in customer experience (CX) transformation and reimagining customer journeys.
• Extensive knowledge of digital transformation projects and managing cross-functional teams.
• Strong project management skills, with the ability to lead bi-weekly sprints and meet deadlines under pressure.
• Extensive experience of defining and documenting roadmaps.
• Fluency in English is required; Spanish language skills are highly desirable.