Manager - Customer Centric Transformation
Job details
Location: Aberdeen, Birmingham, Bristol, Cambridge, Cardiff, Edinburgh, Gatwick, Glasgow, Leeds, Liverpool, London, Manchester, Milton Keynes, Newcastle upon Tyne, Norwich, Nottingham, Plymouth, Reading, South Coast - Southampton, Watford
Capability: Consulting
Experience Level: Manager
Type: Full Time
Service Line: Customer, Ops & Infr
Contract type: Permanent
Summary of Role Purpose:
This role sits within our Connected Front Office capability, which brings together expertise in Sales, Marketing, Service and Experience Design to transform the way businesses interact and engage with their customers.
Description of the role:
We are seeking a highly experienced and strategic Manager to join our growing Customer team within the Retail & Consumer sector. You will play a leadership role in delivering impactful experience design projects for our clients, leveraging your deep expertise in customer journey mapping, user research, and digital transformation. You will also be responsible for managing a team of consultants and contributing to the growth of KPMG's experience design practice.
In this client facing role, you will use our pre-built assets, robust methodology and technology alliances to enable greater speed to value for our clients and support us in growing our revenue stream and Practice now and for the long term.
Whilst we anticipate continuing to work in a hybrid model, this role may require travelling within the UK or abroad to meet specific client demands.
Key Responsibilities:
1. Play a key role in bidding, winning and delivering customer-centric transformation engagements of significant size and scope.
2. Lead and manage complex experience design projects.
3. Conduct user research and customer journey mapping to understand client needs and pain points.
4. Develop and implement experience design strategies that enhance customer engagement, satisfaction, and loyalty.
5. Design and prototype innovative customer experiences across digital and physical touchpoints.
6. Collaborate with cross-functional teams to ensure seamless implementation of experience design solutions.
7. Manage project budgets, timelines, and resources effectively.
8. Mentor and guide junior consultants.
9. Support the day-to-day delivery lead on front office transformation projects.
10. Contribute to the development of KPMG's experience design capabilities.
11. Identify new business opportunities and contribute to the growth of the experience design practice.
The Person:
Skills and Experience:
1. From a consulting, design, technology services or industry-based background with experience of designing, building and delivering solutions.
2. Exposure to customer-centric front-office transformation programmes.
3. Strong problem-solving mindset, comfortable working in ambiguous situations.
4. Experience leading workstreams and associated deliverables.
5. Understanding of agile delivery.
6. Financial Acumen: Understanding of financial concepts and metrics.
7. Experience working with corporate organisations in Retail and CPG.
8. Technical expertise: Deep understanding of experience design principles, methodologies, and tools.
9. Client management skills: Ability to build strong relationships and communicate effectively.
10. Industry knowledge: Strong understanding of the retail and consumer industry landscape.
11. Continuous learning: Commitment to staying up-to-date with the latest trends and best practices in experience design.
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