Associate Director - Strategy & Performance Transformation - Customer Strategy & Transformation

Associate Director  

Strategy and Performance Transformation 

Customer Strategy and Transformation 

London 

The Opportunity 

KPMG’s Customer Transformation team within the Strategy & Performance Transformation practice is looking for exceptional candidates for a client-facing Associate Director role, with a Financial Services focus (ideally Banking or Insurance) and experience of customer transformation programmes.  

Responsibilities 

This role is focused on building and driving teams to win and deliver Customer centric transformation, focussing on the front office, and integrating sales, service and marketing capabilities to deliver seamless customer experiences. The successful candidate will need to work with capabilities and solutions drawn from across KPMG. The successful candidate draws on their skills to understand our client’s business problems and knowledge of the industry to design, implement and scale relevant solutions for our clients.  

To be an effective Associate Director within our Customer Strategy and Transformation centre of excellence, applicants will be expected to: 

• Build strong, trusted advisor relationships with client counterparts.  Establish role as day to day / key client contact on engagements 

• Take day-to-day responsibility for large projects and engagements 

• Contribute significantly to business development and continuation of our services, and in supporting the business development with new client opportunities 

• Own the development of our go-to-market capabilities and alliance relationships 

• Manage and develop people effectively within our practice and business 

• Project work will involve working with the client to undertake a range of activities ranging from: proposition and product exploration; channel strategy and front-office operating model redesign; AI servicing transformation design, MVP and execution; customer treatment design and execution; front office and customer data migration (post integration); customer transformation roadmap development; customer innovation centre of excellence standup. 

• Co-ordinate the preparation of deliverables that span multiple workstreams. 

• Develop the answers and challenges to the likely questions and responses of the client 

• Contribute to thought leadership and knowledge management activities 

• Ensure that customer strategy and transformation projects or their work-streams within a large wider engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks. 
  Designing future front-office operating models 

• Developing projects’ Business case and benefits tracking 

• Lead the origination of client’s solutions to their challenges in sales and/or service functions 

• Play a key role in bidding, winning and delivering of customer transformation engagements of significant size and scope 

• Help clients focus on generating value through their customer initiatives, with a clear performance focus, and make sure initiatives are designed to drive real value rapidly 

• Support the Customer Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients 

• Build and maintain a strong Strategy Group and internal KPMG network 

• Handle ambiguity and changing client demands effectively 

• Ensure the firm's risk management frameworks are adhered to 

• Provide timely feedback and coaching to other team members 

• Identify, design and lead critical practice development initiatives, coordinating other members of the team 

Your Experience 

Successful applicants will demonstrate the following: 

Essential 

• Significant experience within  consulting, transformation or product management background with proven track record  in delivering multi-phased large scale client engagements, contributing to business development, developing new propositions and managing  teams.  

• Have experience of a variety customer centric Transformation or Strategic propositions.  You will have been responsible for leading an end-to-end project and delivery team, with associated deliverables, and should be able to demonstrate this 

• Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders 

• Applied understanding of customer strategy and transformation in one or multiple segments across: retail and commercial banking, health insurance, general insurance, and life insurance 

• Desirable 
  Have a demonstrable knowledge of innovation methodologies including the use of design methods, including human centred design, and using modern design applications 

• Expertise in proposition design, customer or channel strategy development and delivery – from concept to launch. 

• Has experience of weaving a solution based on AI and emerging technologies from ideation to delivery 

Expertise/Technical role requirements (one or multiple) 

• Experience in digital transformation 

• Technical experience in customer experience and customer treatment design and delivery 

• Strong understanding of CRM and AI technologies and driving business change and adoption in the use of these in the front office 

• Strong understanding of the application of agile methodology in both product development and organisational structure redesign 

• Experience of leading and delivering ‘connected consulting’ programmes – overseeing teams outside of Customer and Digital to deliver a wider transformation programme 

Skills 

• Strong project management skills including experience in large cross functional and/or cross geographical programmes 

• Run compelling workshops, to extract and challenge information from client SME’s and successfully guides participants through unknown territories 

• Solid knowledge of the design thinking ethos of human centre design and ability to adopt it to solve client issues. 

• Creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguous situations 

• Strong people management skills 

• Strong attention to detail 

• Excellent facilitation and presentation skills 

• Good commercial awareness 

• Ability to rapidly identify issues and propose solutions 

• Ability to work independently with limited oversight 

• Ability to deliver high quality assignments under time pressure 

• Ability to grow and develop people working for them