Design Lead - PSD

Job Title: Lead – Global Target Operating Model (TOM) Design – B2B Customer Success

Location: Remote / Hybrid (with occasional travel as required)

Employment Type: Contract / Interim Consultancy

Industry: B2B / Enterprise Services

Start Date: ASAP

About the Role

Our client, a leading global payments enterprise solutions provider, is seeking a Senior Consultant to lead the design and development of a Global Target Operating Model (TOM) across their B2B Customer Success teams, Client enablement, Client Onboarding and Sales functions. This is a strategic role aimed at transforming current operations into a more scalable, efficient, and globally optimized model.

Key Responsibilities

• Lead the assessment, design, and implementation of a new global operating model across Customer Success, Client Enablement, Implementation, and Client Due Diligence (CDD).
• Develop recommendations for offshoring / nearshoring models, evaluating locations such as Poland, Malaysia, and others.
• Redesign existing Service Level Agreements (SLAs), operational processes, and KPIs to align with a more efficient, standardized approach.
• Advise on outsourcing vs. in-house strategies for different client tiers (e.g., Global Tier 1clients, Tier 2, 3)
• Analyse and propose new models for shift-based workforces, capacity planning, and daily target setting for global teams.
• Build a scalable structure for Client Support Teams globally, optimizing cost, performance, and customer satisfaction.
• Collaborate with three regional leaders to understand current pain points and drive consensus for change.
• Create and deliver executive-level presentations and documentation supporting TOM recommendations.

Required Experience & Skills

• Proven experience designing and implementing Target Operating Models (TOMs) on a global scale across Global Operations, Customer Success, Customer Enablement, Client Onboarding, for B2B Global clients.
• Experience of implementing Customer Success, Offshoring solutions for Payments, Financial Services or Telco clients.
• Strong background in Customer Success, Client Support, or Service Delivery within Tier 1 enterprise client environments.
• Demonstrated experience evaluating and implementing offshoring / nearshoring options, including cost/benefit analysis and location strategy.
• Deep understanding of complex B2B service environments.
• Experience in process reengineering, operational excellence, and organizational design.
• Strong stakeholder management skills, with a track record of working with C-level executives and cross-functional teams.
• Fast paced, proactive and driven mindset to make things happen.
• Strategic thinker with strong analytical and project management capabilities.

Preferred Skills

• Experience of Developing and Implementing Global TOMs across Customer Success, Client enablement for large Payments, Financial Services clients.
• Exposure to customer success platforms and tools (e.g., Knowledge 365, Salesforce).
• In depth knowledge of Global Offshoring and Nearshoring