As part of Asters modernisation programme, I will be responsible for supporting the end-to-end design and implementation of Aster Group’s customer service target operating models. You will work closely with senior leaders and colleagues across the business to assess current state, identify areas for improvement, and develop tailored operating models to enhance effectiveness, streamline processes, and improve the overall customer journey.• Work with leaders to develop a customer service target operating model thatalign with Aster Group’s strategic priorities and business needs.• Design end-to-end processes, workflows, and governance frameworks to optimise efficiency and effectiveness.• Define roles, responsibilities, and reporting structures to enhance accountability and decision-making.• Create requirements to be shared with TRO and IT to build any future system changes for example our self-serve portals, internal CRM or mobile working.• Create final output from the reviews on short-, medium- and long-term changes that are to be implemented and the associated cost and benefits measures. • Conduct assessments of existing processes within the organisation, utilising techniques such as value stream mapping, root cause analysis, and data analysis to identify inefficiencies and areas for improvement.• Partner with delivery colleagues to implement TOM initiatives and driveorganisational change.• Facilitate workshops, training sessions, and stakeholder engagement activities to promote TOM adoption.• Providing guidance and support to ensure a successful transition from the current state to the desired future state.• Establish key performance indicators (KPIs) and metrics to monitor the effectiveness of TOM implementations.• Recommend adjustments to the operating model based on feedback, data analysis, and evolving business requirements.