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Experienced Professional

Senior Manager - Customer Experience & Digital Transformation - FS

Location: London

Service Line: Customer

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Experienced Professional

Assistant Manager - Customer Experience and Digital Transformation -FS

Location: London

Service Line: Customer

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Experienced Professional

Customer Manager - Infrastructure, Government & Health

Location: London

Service Line: Customer

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Experienced Professional

Digital Transformation - Financial Services - Manager

Location: London

Service Line: Operational Transformation

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Experienced Professional

Customer Assistant Manager -Infrastructure, Government & Health

Location: London

Service Line: Customer

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Experienced Professional

Lead Experience Designer (UX)

Location: London

Service Line: Solutions & Digital

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Senior Manager - Customer Experience & Digital Transformation - FS

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Senior Manager

Employment type: Full Time


The Team

The Financial Services Customer and Operations advisory team in KPMG is at the heart of delivering innovative and large scale customer-centric digital transformation programmes across all Financial Services industry segments to help our Banking, Insurance and/or Wealth & Asset Management clients reinvent their businesses for the digital age.

The primary objective of this role is to manage the sale, delivery and fulfilment of our Front Office transformation engagements in the Banking, Insurance and Wealth & Asset Management sectors – as a Senior Manager leading large and often multi-disciplinary teams. We are looking for a blend of deep Financial Services industry experience with excellent customer and digital transformation experience to help us deliver new world-class digital capabilities to some of the world’s most successful Financial Services organisations.

Our programmes run deep inside businesses. We enable the development of innovative new products and services and help our clients transform into omni-channel, customer-centric, cost-efficient businesses. Successful candidates will work collaboratively with internal and external teams and co-design solutions from across broader KPMG and KPMG Advisory. Leading and supporting business development activity, building strong relationships with our clients and bid management also forms part of this role.

The Role

As an integral part of the broader Customer advisory team in the UK, this role resides within the Financial Services sector where the successful candidate is expected to deliver the following:

- Engagement delivery: responsibility for leading Customer, Digital and Front office transformation programmes. Typically involving agile delivery disciplines, you will be required to design and deliver insight and technology led solutions that develop new marketing, sales and service capabilities for our FS clients. The focus will be on leading teams and engagements that transform customer engagement, including digital experience. It will involve refined Programme Management skills of: Front office domain knowledge, Senior stakeholder management, programme planning, commercial management, data analysis skills, technology solution delivery experience, team leadership and a ruthless focus on delivery of exception quality outcomes for our clients deliverables.
- People development: leading large, often multi-disciplinary teams, identifying team member development needs and accelerating development with emphasis on managing and mentoring engagement team members, coaching and skills transfer.
- Practice development and asset development: leading the development of new Customer Experience, Customer engagement and Digital solutions for our clients. Including assisting in the development of new propositions and thought leadership in the FS market. You will be responsible for supporting the development of the skills and capabilities of the Customer Digital and Operations consulting team in order to help scale our business - the role will also potentially involve international collaboration with our practices around the world
- Business development: As a senior manager you will have a responsibility to develop and sustain relationships with our clients; This will include leading business development and sales activity (including developing, contributing to and presenting proposals/ bids for future work), working alongside colleagues with Strategy, Operational and technology transformational skills.
- Risk management: identifying and managing delivery and financial risks across projects, engagement assurance and commercial risk management and ensuring the Firm's frameworks are implemented appropriately and effectively

The base location is flexible and can be any of KPMG’s UK offices. Travel within the UK is however an essential part of the role due to the nature of the projects.

The Person

Ideally coming from either an FS organisation or a leading transformation consulting background such as: a consulting firm, SI house, progressive digital agency, technology innovator or top end boutique provider, the candidate must have some or all of the following recent and relevant experience:

- Candidates should have excellent Banking or Insurance or Wealth & Asset Management knowledge.
- Must have Project/Programme management experience within the Financial Services sector.
- Proven capability in FS Customer/ Digital/ Front Office transformation
- Customer Experience analysis and redesign experience
- Experience of Agile ways of working within an FS environment
- Experience of FS sales and service process transformation
- Digital innovation and solution delivery
- Functional/business side experience in Microsoft /Salesforce CRM implementation solutions
- Process redesign and re-engineering - including Lean/Six Sigma or process automation experience

Assistant Manager - Customer Experience and Digital Transformation -FS

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Associate/Assistant Manager

Employment type: Either Full Time Or Part Time


The Team
The Financial Services Customer and Operations advisory team in KPMG is at the heart of delivering innovative and large scale customer-centric digital transformation programmes across all Financial Services industry segments to help our Banking, Insurance and/or Wealth & Asset Management clients reinvent their businesses for the digital age.

The primary objective of this role is to manage the delivery and fulfilment of our Front Office transformation engagements in the Banking, Insurance and/or Wealth & Asset Management sectors –being the manager leading large and often multi-disciplinary teams. We are looking for a blend of Financial Services industry experience with excellent customer and digital transformation experience to help us deliver new world-class digital capabilities to some of the world’s most successful Financial Services organisations.

Our programmes run deep inside businesses. We enable the development of innovative new products and services and help our clients transform into omni-channel, customer-centric, cost-efficient businesses. Successful candidates will work collaboratively with internal and external teams and co-design solutions from across broader KPMG and KPMG Advisory. Leading and supporting business development activity, building strong relationships with our clients and bid management also forms part of this role.

The Role
As an integral part of the broader Customer advisory team in the UK, this role resides within the Financial Services sector where the successful candidate is expected to deliver the following:

- Engagement delivery: responsibility for leading Customer Experience and Digital transformation programmes, featuring data and technology solutions within the Banking, Insurance and/or Wealth & Asset Management sectors , with experience in planning, managing and executing the delivery of engagements, including overseeing the writing of delivery of new digital solutions and platforms and the review and quality assurance of work projects
- People development: leading large, often multi-disciplinary teams, identifying team member development needs and accelerating development with particular emphasis on managing and mentoring engagement team members, coaching and skills transfer.
- Practice development and asset development: Input in the new Customer Experience, Customer engagement and Digital solutions for our clients. Assisting the development of new propositions and thought leadership in the FS market. You will be responsible for supporting the development of the skills and capabilities of the Customer Digital and Operations consulting team in order to help scale our business.
- Business development: As a manager you will develop and sustain relationships both internally and with client management, leading FS Customer business development. This includes developing, contributing to and presenting proposals/ bids for future work and working alongside colleagues.
- Risk management: identifying and managing risks, engagement assurance and commercial risk management and ensuring the Firm's frameworks are implemented appropriately and effectively

The base location is flexible and can be any of KPMG’s UK offices. Travel within the UK is however an essential part of the role due to the nature of the projects.

The Person
Ideally coming from either an FS organisation or a leading transformation consulting background such as: a consulting firm, SI house, progressive digital agency, technology innovator or top end boutique provider, the candidate must have some or all of the following recent and relevant experience:

- Candidates should have excellent Banking or Insurance or Wealth & Asset Management knowledge
- Must have Project management experience within the Financial Services sector
- Demonstrable capability in FS Customer/ Digital/ Front Office transformation
- Knowledge of Agile ways of working within an FS environment
- Customer Experience analysis and redesign experience
- Experience of FS sales and service process transformation
- Digital innovation and solution delivery
- Functional/business side experience in Microsoft /Salesforce CRM implementation solutions
- Process redesign and re-engineering - including Lean/Six Sigma or process automation experience



Customer Manager - Infrastructure, Government & Health

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Manager

Employment type: Either Full Time Or Part Time


Brief role description and outline of responsibilities:

• As a Manager within Customer, the candidate will be responsible for leading workstreams within customer and digital transformation projects across the Infrastructure, Government and Healthcare sectors
• The Manager will also provide active contribution and participation within the Infrastructure, Government & Healthcare business to ensure development of key propositions – supporting a collaborative culture
• A strong understanding of wider capabilities that are intrinsically linked to the customer agenda is required and therefore, the role requires an appreciation and understanding of wider capabilities across Strategy, Insight and Technology deployment
• Passion for digital technologies and ways of working. Candidate should be well versed in latest digital trends and how they can be translated into tangible benefit for clients business problems.
• Furthermore the candidate will be required to develop client relationships to enhance the reputation of KPMG as an advisor of choice and identify further client opportunities in Customer, aligning to Technology Enablement, People Advisory Services and Digital.

Skills and Experience required to successfully deliver the opportunity:

• Understanding of CRM solutions and how key features support digitally enabled customer and employee healthcare experiences
• Understanding of key stand alone technologies across the digital stack such as advanced analytics, automation and dynamic workflow
• Understanding and experience of customer and patient strategy – the who, why, what and how
• The application of customer and digital maturity assessments – and how to build on the outputs into strategy, experience design or technical deployment plans
• Comfortable leading a small team to design a user centric and digital enabled business. Leading design sprints for clients utilising design thinking techniques such as persona development, customer journey mapping and prototyping to identify customer and digital improvement areas
• Experience of taking digital recommendations and turning into a detailed implementation plan and roadmap
• Desirable experience of turning a plan into reality by delivering technical implementations through Agile methods
• General management consulting skills, including project / programme management, strategy development, business analysis, technical delivery and problem solving

Knowledge:

• Experience of supporting projects relating to digital, customer experience or CRM enabled transformation
• Knowledge of front office user interface design and testing
• Management experience within a big4 or digital system integrator firm is preferred
• Good knowledge of core elements of customer-centricity and customer culture
• Sector experience in government and healthcare work

Person profile

• Ability to demonstrate examples against each of the KPMG values – integrity, excellence, courage, together, for better
• Good people leadership, team building and coaching skills
• Strong internal and external relationship management
• Highly organised self-starter able to work to deadlines and manage multiple priorities with attention to detail/ completer finisher
• Proven track record in your field
• Demonstrating resilience and adaptability in order to remain client focused and meet the needs of the team
• Effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
• Comfortable supporting business development initiatives including bid, proposal and contract/commercial negotiation




.

Digital Transformation - Financial Services - Manager

Location: London

Capability: Management Consulting

Service line: Operational Transformation

Experience level: Manager

Employment type: Either Full Time Or Part Time


The Team
In KPMG's Financial Services Consulting practice, we don't limit ourselves to either strategy or implementation. Instead, we deliver both - equally well. Indeed, it's this broad capability that's seen us accelerate to become a 1000-strong team in less than five years. Since our creation, we've developed in-depth knowledge of an incredibly broad spread of sectors.
In Transformation Services we improve the effectiveness and efficiency of the finance function and generate real insights to help deliver value to the business. Our mission statement is to create a sustainable practice which is recognised as being number one in the industry.
We are structured by capabilities (Powered Finance, Transformation Services 2.0, Enterprise Performance Management, Regulatory Driven Change, Global Banking Services) but our consultants also have deep industry specific expertise.
The Transformation Services team are seeing financial institutions face a period of unprecedented change in terms of the number of new initiatives, their complexity and the interplay between different regulations. In addition, we are seeing continuing pressure on costs and an increased appetite for Digital Transformation. KPMG are recruiting into our Intelligent Automation team (banking, insurance and asset management) team to help tackle their clients’ issues. We are looking to recruit candidates at Manager level with skills to support our growth strategy, to work in our team and across our finance and operations transformation capability offerings.

The Role
Our Intelligent Automation practice is a priority area for significant and strategic growth and the team works with leading Financial Services organisations, focussing on improving the effectiveness and efficiency of their front, middle and back office functions. The key drivers of change for our clients are Improving resilience, Customer Experience, Cost Reduction, Regulatory Compliance, Technology and Finance & Risk Transformation and our service offerings reflect this demand.
Our go to market approach is business-focused and our solutions are developed around client issues.
As part of this team, you will be working with a broad range of clients from the initial business case development, process analysis and re-engineering, automation strategy formulation, roadmap development and design analysis, through to implementation.
Your responsibilities as a Manager:
- Engagement delivery: working with senior members of the team, shaping the approach to delivery of projects or programme workstreams including planning resources, deliverables and timelines
- Engagement delivery: leading the delivery of projects or programme workstreams of large size and complexity (Business Architecture and process design and mapping, documenting automation strategies
• Conducting workshops, automation assessments and contributing to design thinking
• Identifying appropriate automation capability to address client need. Supporting in capturing user stories, solution design and delivery using agile methodologies
• Document KPIs, SLAs, business rules and business requirements
• Develop user interface mock-ups and document field level validation rules and data format
• Facilitates discussions for compromise and agile planning/management discussions
• Assist Designer / Delivery team members
• Support UAT Phase
• Support training team to create appropriate training documentation
- Risk management: identifying and managing risks and ensuring the Firm's processes and frameworks are implemented appropriately and effectively
- People development: performance management including identifying team member development needs and accelerating development with particular emphasis on coaching and skills transfer
- Practice development: taking a leading role in processes and initiatives that are key to scaling the business
Experience

The Person
Successful candidates should have strong knowledge of any one of the following Finance, Risk, Customer, Financial Crime and demonstrate the following skills:
- Professional qualification e.g. Accountancy qualification – ACA, CIMA, ACCA, CIPFA or equivalent
- Banking, Insurance or Asset Management knowledge either through operational or business change roles
- Strong business analysis skills, organised and structured approach to work/problem solving
Experienced client handler and managing senior stakeholders as part of a project delivery
- Considerable knowledge of Target Operating Model, Finance & Operational systems, intelligent automation and other finance tools
- Ability to take on the lead project delivery role
- Able to demonstrate project management with a proven track record in delivering high quality programme, project or assignment outputs
- Skilled in documenting and understanding process design and performance patterns
- Trained and Qualified as in automation / low code technologies e.g. Appian, Pega, Out Systems, ServiceNow
- Well-rounded understanding of low code technologies and application building requirements
- Experienced in process discovery, documentation, analysis, scoping, and optimization
- Understanding of using Business Process Diagram design tools e.g. BlueWorks
- Experience of proposal writing and presenting to clients or equivalent
- Excellent Microsoft (PowerPoint, MS Excel, MS Word) skills
- Able to lead teams and develop others
- Flexibility to travel (as required)

Customer Assistant Manager -Infrastructure, Government & Health

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Associate/Assistant Manager

Employment type: Either Full Time Or Part Time


As an Assistant Manager within Customer, you will be responsible for supporting on workstreams within customer transformation projects across the Infrastructure, Government and Healthcare sectors. The Assistant Manager will also provide active contribution and participation within the Infrastructure, Government & Healthcare business to ensure development of key propositions – supporting a collaborative culture. A good understanding of wider capabilities that are intrinsically linked to the customer agenda is required and therefore, the role requires an appreciation and understanding of wider capabilities across Strategy, Insight and Technology deployment. Furthermore the candidate will be required to support the team in managing client relationships to enhance the reputation of KPMG as an advisor of choice

Skills

• Understanding and application of the customer related design and processes
• The application of customer diagnostics – and how to present the outputs into strategy or service design
• An appreciation of customer strategy – the who, why, what and how
• Understanding of operating model design and deployment
• Experience of taking service design recommendations and turning into a detailed implementation plan
• Desirable experience of working on customer programmes of change
• General management consulting skills, including project / programme management, strategy development, business analysis, technical delivery and problem solving

Knowledge

• A background in service design work is preferable
• Experience of supporting projects relating to digital, customer experience or CRM enabled transformation
• Front office service delivery – direct channel, face to face
• Good knowledge of core elements of customer-centricity and customer culture

Person profile

• Ability to demonstrate examples against each of the KPMG values – integrity, excellence, courage, together, for better
• Good team building and facilitation skills
• Good internal and external relationship management
• Highly organised self-starter able to work to deadlines and manage multiple priorities with attention to detail/ completer finisher
• Demonstrating resilience and adaptability in order to remain client focused and meet the needs of the team
• Effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
• Comfortable supporting business development initiatives including bid and proposal development



Lead Experience Designer (UX)

Location: London

Capability: Solutions & Digital

Service line: Solutions & Digital

Experience level: Manager

Employment type: Full Time


Lead Experience Designer (UX)

Would you like to join a team of highly skilled researchers, analysts and designers who collaborate in developing products and services that make a difference?

The Human-Centred Design (HCD) team in KPMG Technology work with hundreds of organisations worldwide to deliver outcomes that benefit users, consumers and employees and ultimately unlock business value through technology. The beauty of our approach is that it can be applied to any industry or market; we strategize, we discover, we hypothesise, we ideate, we test, we iterate, we deliver and, at every step, we put people and their needs at the heart of our decisions.

Come and challenge our clients to embrace change as we do, continually pushing the boundaries of what is possible. Whether creating new products or helping a business become more relevant to its customers, you’ll be part of a team of creators who design and build with passion and enthusiasm, on deep foundations of research, collaboration and technical capability.

About you
• You are inquisitive, have a passion for design and thrive on challenges
• You are creative and adaptive with a keen mind for collaboration
• You are mature with a lid on your ego and have a good sense of humour
• You enjoy working across a broad range of products, domains, sectors and industries

Responsibilities
• Lead design work streams (managing people and quality of deliverables)
• Project planning, reporting, estimation, and resourcing
• Ideate and create (or oversee) UX deliverables such as personas, journey maps, IA and wireframes
• Create rich high-fidelity compositions incorporating user-experience methodologies
• Create and manage deliverable documentation such as style-guides and visual implementation guides
• Coach peers and junior designers for skills advancement and design process education
• Communicate strategies, design and processes with colleagues, clients and stakeholders
• Build and maintain collaborative relationships with clients, peers, and stakeholders
• Define and maintain ownership of process enhancements and toolkits
• Support business development initiatives
• Adhere to and promote KPMG values and our team ethos to “do the right thing, and do it right”
• Adhere to and promote accessibility standards and ethical design principles
• Adhere to and promote Information Security related processes, procedures and role-based responsibilities

Desired skills and experience
• Significant design-related experience (various industries and B2B experience is a bonus)
• Demonstrable experience of solving complex problems using various design methodologies
• Expertise in a wide range of research techniques and execution of related deliverables
• Expert at executing HCD deliverables, inc. research and design strategies, IA, personas, journey maps, wireframes and designs
• Ability to design and lead workshops with all levels of participants (users to C-levels and execs)
• Strong verbal and written communication skills with the ability to articulate, sell, defend, and receive feedback on work
• Exceptional consulting skills that include leading design-related conversations, surfacing project requirements, building and nurturing good relationship, and fostering environments for open, productive collaboration
• Strong leadership skills, coaching Designers, Analysts, and Development teams on the execution of design related activities
• Skilled in common design tools; Figma, Sketch, Adobe CC (Photoshop, Illustrator) etc.
• Experience with at least one rapid prototyping tool such as Axure, Invision, Proto.io etc.
• Experience with working in a multi-disciplinary Agile environment (in-house or agency)
• Awareness and interest in current technology and design trends
• Strong self-motivation and teamwork skills, with the ability to build momentum and pivot if needed

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