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Assistant Mgr - FS - Customer Experience and Digital Transformation

Location: London

Service Line: Customer

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Experienced Professional

Manager - Customer - UK Wide

Location: London

Service Line: Customer

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Experienced Professional

Customer Assistant Manager -Infrastructure, Government & Health

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

Senior Manager - Customer Consulting [UK Wide]

Location: London

Service Line: Customer

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Experienced Professional

Senior Manager - IGH Customer - UK Wide

Location: London

Service Line: Customer

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Assistant Mgr - FS - Customer Experience and Digital Transformation

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Associate/Assistant Manager

Employment type: Full Time


Assistant Manager - Financial Services - Customer Experience and Digital Transformation


KPMG means joining a talented team of exceptional colleagues who bring innovative thoughts and a natural curiosity to the work they do each day. No one type of person succeeds at KPMG; a diverse business requires diverse personalities, characters and perspectives. There really is a place for you here.

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 the fulfilment of our Customer advisory client engagements in the Banking, Insurance and Wealth & Asset Management sectors. We are looking for a blend of banking 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 Banks.

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 help deliver the following:

- Responsibility for helping to deliver Customer Experience and Digital transformation programmes, featuring Data and technology solutions for Banking, Insurance and Wealth & Asset Management sectors.
- 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: working in large, often multi-disciplinary teams, identifying team member development needs and accelerating development, coaching and skills transfer.

- Practice development and asset development: working within the team to help build out assets and skills in Customer Experience and digital consulting that are key to scaling the business - the role may involve international collaboration to build new Customer Experience and Digital offerings and assets.

- Business development: Supporting the development of relationships both internally and with client management; including leading Customer business development activity (including developing, contributing to and presenting proposals/ bids for future work), working alongside colleagues with Operational transformation skills.
- 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:

a)Working in Customer led FS transformation including Customer Experience design
b)Functional experience in Microsoft /Salesforce CRM solutions
c)Experience of agile digital delivery projects
d)Multi-channel customer experience journey mapping and service design
e)Agile working, scrum methods & SAFe framework within an FS environment
f)Knowledge of Banking sales and service process transformation
g)Digital innovation (e.g. cognitive, Fintech innovation and partnering)
h)Process re-engineering, preferably Lean/Six Sigma experience


Manager - Customer - UK Wide

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Manager

Employment type: Full Time


The Team

KPMG is acknowledged as a leading advisor and professional services provider to the UK Healthcare industry with hundreds of professionals daily supporting our clients across the country. You will be joining a successful and growing team, who are looking to consolidate recent year on year growth and deliver a step change in the size and reach of our practice including growing international revenues. This is an exciting opportunity for talented individuals who are looking to grow their skills and abilities within a well regarded and rapidly expanding team, offering clear progression opportunities.
We are keen to recruit talented people who have the energy and drive to succeed in a dynamic and challenging environment and who have a passion for delivering excellent service and building strong relationships in healthcare.
The team works in an agile and flexible manner, with plenty of opportunities to develop new skills and gain new knowledge. We are keen to support and develop our people to enable them to be the best they can be.
We believe we are market leaders in promoting diversity and inclusion in the workplace and want to encourage applications from people of all backgrounds and cultures.

The Role

•As a Manager within Customer, you will be responsible for leading workstreams within customer transformation projects across the healthcare sector
•You 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
•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.
The base location is flexible across our UK offices. Travel is a typical part of the role due to the nature of the projects.

The Person
•A background in service design work is preferable
•Knowledge of the application of customer maturity assessments – and how to build on the outputs into strategy or service design
•Good understanding and experience of customer strategy – the who, why, what and how
•Understanding and application of operating model design and deployment
•Experience of taking service design recommendations and turning into a detailed implementation plan
•General management consulting skills, including project / programme management, strategy development, business analysis, technical delivery and problem solving
•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
•Sector experience in government and healthcare work
•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
•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






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



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




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Senior Manager - Customer Consulting [UK Wide]

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Senior Manager

Employment type: Either Full Time Or Part Time


The Role

- As a Senior Manager within Customer, you will be responsible for designing and delivering customer transformation projects across the Infrastructure, Government and Healthcare sectors


- You will not only have a track record of implementing successful client solutions but also be able to demonstrate experience of leveraging internal and external networks to develop business leads and sales opportunities for the firm.



- The market for enabling technology is intrinsically linked to the customer agenda and therefore, the role requires detailed understanding of wider capabilities across Strategy, Insight and Technology deployment through hands on delivery experience



- As a Senior Manager the candidate will be a leader within the Customer team, whilst acting as a role model to upskill team members in digital delivery capabilities



- Furthermore, the successful 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



The Team

To thrive in this team, we are looking for individuals that have the following:


Skills:
- Understanding of CRM solutions and how key features support digitally enabled customer and employee healthcare experiences


- Proven experience of delivering 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



- 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:
- A background in customer strategy and service design (not experience design) and operating model design and implementation work is preferable


- Experience of shaping and leading projects centred around digital, customer experience or CRM enabled transformation



- Front office user interface design and testing



- Leadership within a big4 or digital system integrator firm is a must



- Sector experience in government and healthcare work



The Person
- A background in customer strategy and service design (not experience design) and operating model design and implementation work is preferable


- Experience of shaping and leading projects centred around digital, customer experience or CRM enabled transformation



- Front office user interface design and testing



- Leadership within a big4 or digital system integrator firm is a must



- Sector experience in government and healthcare work



Senior Manager - IGH Customer - UK Wide

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Senior Manager

Employment type: Full Time


The Team

The team works in an agile and flexible manner, with plenty of opportunities to develop new skills and gain new knowledge. We are keen to support and develop our people to enable them to be the best they can be.
We believe we are market leaders in promoting diversity and inclusion in the workplace and want to encourage applications from people of all backgrounds and cultures.

The Role

- As a Senior Manager within Customer, The candidate will be responsible for designing and delivering customer transformation projects across the healthcare sector
- The candidate will not only have a track record of implementing successful client solutions but also be able to demonstrate experience of leveraging internal and external networks to develop business leads and sales opportunities for the firm.
- The market for enabling technology is intrinsically linked to the customer agenda 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 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.The Person

Skills –

- End to end customer centric transformation – in particular taking customer strategy, service design, customer & employee insight and capability building into account when building and implementing change
- The application of customer maturity assessments – and how to build on the outputs into strategy or experience design
- Detailed understanding and experience of customer strategy – the who, why, what and how
- Understanding and application of operating model design and deployment
- Experience of taking recommendations and turning into a detailed implementation plan
- Experience of turning a plan into reality
- General management consulting skills, including project / programme management, strategy development, business analysis, technical delivery and problem solvingKnowledge

- A background in customer strategy and service design and operating model design and implementation work is preferable
- Experience of shaping and leading 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
- Sector experience in government and healthcare workPerson 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 with strong commercial acumen
- 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 leading or playing a key role in business development initiatives including bid, proposal and contract/commercial negotiation

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