I'm looking for

Search results for "Customer Experience & Digital"

Experienced Professional

Customer, CRM and Digital Transformation - Manager

Location: London

Service Line: Customer

View role

Experienced Professional

Customer, CRM and Digital Transformation - Assistant Manager

Location: London

Service Line: Customer

View role

Experienced Professional

Customer, CRM and Digital Transformation - Senior Manager (Corps)

Location: London

Service Line: Customer

View role

Experienced Professional

Assistant Manager - FS Customer

Location: London

Service Line: Customer

View role

Experienced Professional

Senior Manager - Digital Marketing

Location: London

Service Line: Operational Transformation

View role

Experienced Professional

Customer – Insight – Manager (Medallia)

Location: London

Service Line: Customer

View role

Customer, CRM and Digital Transformation - Manager

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Manager

Employment type: Full Time


Background
Our clients are facing a future of massive disruption driven by shifting customer and consumer expectations and behaviours, digital technology, advanced analytics, new competition, and regulatory change. KPMG is expanding its Corporates Management Consulting team to help our clients to successfully navigate this disruption and take advantage of new opportunities.

Our ambition is to become the digital transformation go-to partner for our clients, helping them to deliver greater business value from their marketing, sales, commerce and service functions and capabilities. Through our Powered Customer proposition we deliver accelerated enterprise business transformation using cloud-based solutions, pre-designed assets and leading practices to enable our clients to make better, faster decisions, resulting in a quicker, more outcome focused implementations with faster return on investment. Our approach and solutions combine the breadth and scale of KPMG’s leading advisory and technology practices, capabilities and insight to drive real transformation, real change, real outcomes.

You will join the KPMG Customer team within Consulting, sitting in our transformation capability. The role will focus on our Powered Customer proposition, which leverages our Salesforce and Microsoft technology expertise and alliances to design, build and deliver solutions that unlock value. Our management consultants and our technology consultants are the same – client focused, functional advice combined with technology enablement, one team, one dialogue, driving change and outcomes.

We need talented individuals with experience of the transformation of customer-facing functions and operations (Marketing, Sales, Ecommerce, Field Service, Customer Service). We want individuals who understand the technology but can define the business requirements.

Role Overview
This is a client facing role which focuses on delivering customer-centric CRM-focused change projects and work-streams. Managers are responsible for bringing the best capabilities for improving customer experience and building. The Manager has a track record of working across industries, ideally with experience of Corporates’ target sectors.

This role is focused on being part of multi-disciplinary teams of consultants and technologists, winning and delivering Salesforce enabled projects. Our projects are rarely standalone and the successful candidate will need to work with capabilities and solutions drawn from across broader KPMG.

Managers have a role in improving our practice; through proposition development, marketing and community development.

Key Responsibilities

— Have a working knowledge of strategic CRM investments and initiatives across the front-office functions and how to structure these into a transformation project
— Input to developing projects’ business case and benefits tracking
— Work with our Connected Technology Salesforce and Microsoft teams to prototype, test, integrate technology
— Support in the origination of client’s solutions and to lead the bidding, winning and delivering of CRM-enabled digital transformation engagements of significant size and scope.
— Help clients focus on generating value through their CRM and front-office investments, with a clear performance focus and value creation.
— Support the Customer leadership team together with Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients.
— Ensure that projects or their work-streams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed risk frameworks.
— Experience leading local and distributed teams effectively
— Experience of multi-cloud and vendor solutions such as Commerce Cloud, Marketing Cloud, Sales Cloud, Service Cloud, Community Cloud.
— Experience of end-to-end solution delivery, from requirements gathering workshops all the way through to post-implementation support and adoption analysis

Experience and Background
We are looking for someone with a strong work ethic to join a dynamic and fast-growing part of our business, and who will play a key role in delivering Powered Customer projects in the UK.

— Comes from a consulting or technology services background or industry-based CRM programme delivery background with experience of designing, building and delivering solutions.
— Have experience of CRM-enabled transformation across front-office functions.
— Comes with some experience of working in one of these industries – FMCG, retail, automotive, utilities, business services, manufacturing and telco.

Qualifications and Skills
More specifically the successful candidate must be able to demonstrate the following key skills:

— Experience in front-office functional transformation based on Salesforce or Microsoft CRM solution stacks
— Project and programme management skills including experience in cross functional and/or cross geographical programmes
— Strong understanding of the application of agile methodology
— Creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguous situations. Ability to work independently with limited oversight.
— Strong attention to detail.
— Excellent facilitation and presentation skills.
— Excellent commercial awareness.
— Ability to deliver high quality assignments under time pressure.
— Ability to grow and develop people working for them.

Customer, CRM and Digital Transformation - Assistant Manager

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Associate/Assistant Manager

Employment type: Either Full Time Or Part Time


Background
Our clients are facing a future of massive disruption driven by shifting customer and consumer expectations and behaviours, digital technology, advanced analytics, new competition, and regulatory change. KPMG is expanding its Corporates Management Consulting team to help our clients to successfully navigate this disruption and take advantage of new opportunities.

Our ambition is to become the digital transformation go-to partner for our clients, helping them to deliver greater business value from their marketing, sales, commerce and service functions and capabilities. Through our Powered Customer proposition we deliver accelerated enterprise business transformation using cloud-based solutions, pre-designed assets and leading practices to enable our clients to make better, faster decisions, resulting in a quicker, more outcome focused implementations with faster return on investment. Our approach and solutions combine the breadth and scale of KPMG’s leading advisory and technology practices, capabilities and insight to drive real transformation, real change, real outcomes.

You will join the KPMG Customer team within Consulting, sitting in our transformation capability. The role will focus on our Powered Customer proposition, which leverages our Salesforce and Microsoft technology expertise and alliances to design, build and deliver solutions that unlock value. Our management consultants and our technology consultants are the same – client focused, functional advice combined with technology enablement, one team, one dialogue, driving change and outcomes.

We need talented individuals with experience of the transformation of customer-facing functions and operations (Marketing, Sales, Ecommerce, Field Service, Customer Service). We want individuals who understand the technology but can define the business requirements.

Role Overview
This is a client facing role which focuses on delivering customer-centric CRM-focused change projects and work-streams. Assistant Managers are responsible for bringing the best capabilities for improving customer experience and building. The Assistant Manager has a track record of working across industries, ideally with experience of Corporates’ target sectors.

This role is focused on being part of multi-disciplinary teams of consultants and technologists, winning and delivering Salesforce enabled projects. Our projects are rarely standalone and the successful candidate will need to work with capabilities and solutions drawn from across broader KPMG.

Assistant Managers have a role in improving our practice; through proposition development, marketing and community development.

Key Responsibilities

— Have a working knowledge of CRM capability across the front-office functions
— Input to developing projects’ business case and benefits tracking
— Work with our Connected Technology Salesforce and Microsoft teams to prototype, test, integrate technology
— Support in the origination of client’s solutions and to lead the bidding, winning and delivering of CRM-enabled digital transformation engagements of significant size and scope.
— Help clients focus on generating value through their CRM and front-office investments, with a clear performance focus and value creation.
— Support the Customer leadership team together with Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients.
— Interest and desire to build knowledge and accreditation in vendor solutions such as Commerce Cloud, Marketing Cloud, Sales Cloud, Service Cloud;
— Experience of requirements gathering workshops all the way through to post-implementation support and adoption analysis

Experience and Background
We are looking for someone with a strong work ethic to join a dynamic and fast-growing part of our business, and who will play a key role in delivering Powered Customer projects in the UK.

— Comes from a consulting or technology services background or industry-based CRM programme delivery background with exposure to designing, building and delivering solutions.
— Have experience of CRM-enabled transformation across front-office functions.
— Ideally will have some experience of working in one of these industries – FMCG, retail, automotive, utilities, business services, manufacturing and telco.

Qualifications and Skills
More specifically the successful candidate must be able to demonstrate the following key skills:

— Exposure to front-office functional transformation based on Salesforce or Microsoft CRM solution stacks
— Understanding of the application of agile methodology
— Creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguous situations. Ability to work independently with limited oversight.
— Strong attention to detail.
— Excellent facilitation and presentation skills.
— Excellent commercial awareness.
— Ability to deliver high quality assignments under time pressure.
— Ability to grow and develop people working for them.


Customer, CRM and Digital Transformation - Senior Manager (Corps)

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Senior Manager

Employment type: Full Time


Our clients are facing a future of massive disruption driven by shifting customer and consumer



expectations and behaviours, digital technology, advanced analytics, new competition, and



regulatory change. KPMG is expanding its Corporates Management Consulting team to help our clients to successfully navigate this disruption and take advantage of new opportunities.




Through our Powered Customer proposition we deliver accelerated enterprise business transformation using cloud-based solutions, pre-designed assets and leading practices to enable our clients to make better, faster decisions, resulting in a quicker, more outcome focused implementations with faster return on investment.




You will join the KPMG Customer team within Consulting, sitting in our transformation capability.



The role will focus on our Powered Customer proposition, which leverages our Salesforce and



Microsoft technology expertise and alliances to design, build and deliver solutions that unlock



value.




We need talented individuals with knowledge and experience of customer-facing functions and



operations (Marketing, Sales, Ecommerce, Field Service, Customer Service) Salesforce Cloud design



and implementation programmes. We want individuals who understand the technology but can shape and define the strategic business transformation agenda. This is a high-profile role within the team, requiring a balance of business development, sales origination and client delivery.




Role Overview




This is a client facing role which focuses on leading on and overseeing large customer-centric CRM-



based change programmes. This role is focused on building and leading teams of consultants and technologists to win and deliver Salesforce enabled projects. Senior Managers have a commercial focus to their role which involves building relationships internally as well as with our key target clients to identify and shape future opportunities.




Key Responsibilities


Work with the client to shape strategic CRM initiatives and structure and deliver these in an end-to-end front office transformation


Lead the origination of client’s solutions and to lead the bidding, winning and delivering of CRM-enabled digital transformation engagements of significant size and scope


Build new and maintain existing client relationships to generate longer-term revenue


Help clients focus on generating value through their CRM and front-office investments, with a clear performance focus and value creation.


Developing projects’ business case and benefits tracking


Work with our technology teams to prototype, test, integrate technology


Support the Customer leadership team together with Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients


Skills and experience


From a consulting, technology services or industry-based CRM programme delivery background with experience of designing, building and delivering solutions


End-to-end front-office functional transformation based on Salesforce or Microsoft CRM solutions tacks, from requirements gathering workshops to post-implementation support and adoption analysis


Identifying new business opportunities and leading bid teams to win revenue for a business


Senior level stakeholder engagement and management, including maintaining client relationships


Articulating the value of the CRM platform technologies in business to a non-technical audience


Strong understanding of the application of agile methodology


Familiarity with Multi-cloud and vendor solutions such as, CPQ, FSL, Commerce Cloud, Marketing Cloud, Sales Cloud, Service Cloud, Mulesoft, Community Cloud.



Assistant Manager - FS Customer

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Associate/Assistant Manager

Employment type: Either Full Time Or Part Time


Our clients are facing a future of massive disruption driven by regulatory change, customer expectations, new competition and technology innovation. KPMG is expanding its Corporates (telecoms, media, technology and energy) Management Consulting team to help these companies to successfully navigate this disruption and take advantage of new opportunities.






As part of our ambition to become the digital transformation go-to partner and provider of customer and employee experience using emerging technologies, KPMG have established a Customer and Digital function within Consulting. This is a home for our talent and will be a differentiator in the marketplace.






Our clients face challenges covering multiple ‘customer’ perspectives – redesigning their organisation structure and capabilities to put digital at its heart; redesigning key customer facing processes, often by introducing innovative digital technologies; rethinking how best to instil a truly customer-centric culture from the top of the organisation down to the front line; and how to ensure that the customer experience is a positive one irrespective of the channels used.






The role as Assistant Manager is a fantastic opportunity to support and shape the translation of clients’ business challenges, leveraging strong commercial acumen and technical expertise, into key business and functional requirements, to build digital solutions that drive value for their customers and employees.






Role Overview




This is a client facing role which focuses on being a part of customer-centric programmes teams to drive transformational and disruptive change. Assistant Managers are responsible for driving the connected customer agenda and bringing the best capabilities for improving customer experience. The Assistant Manager has a track record of working in a digitally focused role, or experience in working in one of Corporates’ target industries. Assistant Managers work in cross-functional capabilities and will be expected to assimilate and integrate Nunwood’s primary research into projects. The Assistant Manager will work with client leads to draws on these skills at the intersection of understanding the current client’s business problems, knowing the industry to design, implement and scale relevant solutions for our clients.






Assistant Managers will be required to assess client’s business strategy, customer capability and operations for sizeable customer and digital transformation opportunities in the form of emerging tech solutions, data analytics and/or strategic support.






Assistant Managers play a key role in winning and delivering digital projects and will be responsible for both working alone and supporting junior members of the team where necessary.






The role allows the opportunity to work with the leadership team and a range of people from across the firm to develop tailored propositions; and engaging our clients with these value propositions.






A successful Assistant Manager will leverage the technical, business and design skills of an experienced multidisciplinary team with expertise in customer experience, data science, business management, engineering and development.







Key Responsibilities





The Assistant Manager’s key responsibilities encompass:




Playing a key role in helping he client to develop their transformation roadmap and change portfolio







Having a working knowledge of what constitutes customer experience and how to integrate this into a transformation project







Taking ownership of aspects of a project plan, including deliverables, as well as being able to flex to offer support to the wider team







Support the design of the future operating model







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







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







Contribute to the development of the team, including supporting on internal initiatives, events, propositions as per the business needs








Experience and Background





We are looking for someone with a strong work ethic to join a dynamic and fast growing part of our business, and who will play a key role in delivering customer and digital transformation projects in the UK.







- Comes from a digitally focused or relevant industry background with experience of working with digital/technology solutions and experience of managing projects for internal or external clients




Have experience of customer centric propositions including sales and marketing including having been responsible for the delivery of a phase or project, with associate deliverables.







Have a demonstrable knowledge of innovation including approaches, segmentation, and technology








- Has experience of weaving a solution based on current technologies from ideation to delivery




Comes with experience of working in one of these industries i.e. oil & gas, utilities, retail, telco, FMCG and transport & infrastructure.







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







The ambition is that Assistant Managers bridge the technical expertise of engineers and data scientists with the operational expertise of marketing, supply chain, risk and other frontline roles.








Qualifications and Skills







More specifically the successful candidate must be able to demonstrate the following key skills:





- Experience of digital solutions and customer experience projects/programmes.





- Project management skills including experience in large cross functional and/or cross geographical programmes





- Experience of ‘connected consulting’ projects – working with teams outside of Customer and Digital to deliver a wider transformation programme




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







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







Strong understanding of the application of agile methodology in both product development and organizational structure.







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







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.








Senior Manager - Digital Marketing

Location: London

Capability: Management Consulting

Service line: Operational Transformation

Experience level: Senior Manager

Employment type: Either Full Time Or Part Time


Roles and Responsibilities
You will be a Senior Manager within Wealth and Asset Management (WAM) Consulting aligned to our Customer Digital and Operations advisory service line. This team is at the heart of delivering innovative and large scale client-centric digital transformation programmes to help clients reinvent their businesses for the digital age.
The primary objective of this role is to manage the delivery and fulfilment of our Client Experience and Distribution transformation engagements. We are looking for a blend of deep sector specific experience with excellent client and digital transformation experience to help us deliver new world-class digital capabilities to some of the leading asset management 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, client-centric, cost-efficient businesses. Successful candidates will work collaboratively with internal and external teams and co-design and deliver solutions from across broader KPMG capabilities. Leading and supporting business development activity, building strong relationships with our clients and bid management also forms part of this role.
Responsibilities
The successful candidate is expected to deliver the following:
- Engagement delivery: responsibility for leading Client Experience & Distribution engagements including CRM and Marketing technology implementations, Client Reporting & Servicing Operating model, Client onboarding design and delivery. 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 clients. The focus will be on leading teams and engagements, being the day to day contact for key client stakeholders and the KPMG team. It will involve refined Programme Management skills of: asset management distribution 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 exceptional quality outcomes for our clients.
- 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 and asset development: assist the development of new propositions and thought leadership in the WAM market. In addition there is potential to lead some of the key technology and fintech relationships for providers prominent in this sector
- Business development: as a senior manager you will have a responsibility to build 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.
- Engagement & 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

Qualifications and SkillsWe expect that you will have:
- Strong understanding of the operational, technological and data requirements to successfully deliver strategic digital programmes
- Expertise focusing on business led design and analysis, with client at the heart of developing transformational experiences
- Proven expertise in delivering projects and programmes, ranging from early discovery, concept design through to large scale transformations, on time, within scope and of high quality
- Understanding of some of the Distribution and Client Experience technologies and fintechs specific to the sector
- Experience of Agile ways of working with a digital innovation and solution delivery mindset
- Ability to develop excellent relationships both internally and with clients at a senior level.
- Excellent communication skills (both written and oral), negotiation and project management skills
Experience and Background

- A genuine interest and desire to work in the WAM sector coupled with a passion for Client Experience and Digital
- An ability to contribute to a positive, inclusive and supportive working environment which respects and recognises all members of the team
- 7+ years of professional experience in Wealth and Asset management (WAM) consulting and/or direct industry experience from a leading asset manager bringing a good understanding of the asset management value chain and business model
- Experience of working on Client Experience, Digital and Distribution change and transformation projects, such as CRM and Sales enablement, Client reporting, onboarding and client portal design and delivery and Marketing automation, as examples

Customer – Insight – Manager (Medallia)

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Manager

Employment type: Full Time


At KPMG Customer we believe in the importance of creating consistently brilliant customer and employee experiences. The way we do that is by combining our unique Nunwood insights, with a talented team of experience designers alongside the transformation capability to make it real.
We bring together over 2,500 Customer practitioners in over 30 countries. If you believe what we believe – we’d love for you to join the team.

This role sits within our Customer Insights team. The Customer Insights team are responsible for capturing, organising and analysing customer data signals to help our clients drive growth through a better understanding of their customers. We work with clients to develop data strategies that make best use of customer data to drive impact and improve the reputation and efficiency of the Insight function within a business.

This client facing role focuses on building and leading teams of consultants and technology teams to win, design and deliver digital, data & analytics driven solutions for our clients.

Key Responsibilities

• Lead a team of multidisciplinary professionals to deliver high quality data & analytics solutions, including commercially highly relevant recommendations
• Manage and oversee programmes underpinned by Medallia and be comfortable identifying trends and strategic opportunities within large sets of data
• Build new and maintain client relationships to ensure continued success on often long standing engagements of at least 2 years
• Run and develop emerging and established accounts, building senior client relationships and driving deeper integration with our clients’ businesses
• Identify efficiencies in KPMG’s processes and proactively seek to improve business best practice
• Support the Customer leadership team together with Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients
• Coach and develop between 4 and 6 junior team members during projects and as part of the wider Customer team

Skills and experience

• From a consulting or agency background with experience in a senior insight, data, analytics or complex project delivery and account management roles
• Strong familiarity with Medallia with experience of leading workstreams that are underpinned this software
• Ability to lead teams to identify and deliver high quality solutions for clients grounded in data strategy, data visualisation, analytics, data engineering or quantitative customer insights.
• Ability to identify the strategic opportunities arising from key trends in clients’ customer data and convert these into revenue generating engagements
• Identifying new business opportunities and leading bid teams to win revenue for a business
• Senior level stakeholder engagement and management, including maintaining client relationships
• Thorough understanding of the customer data & insight technology landscape

This role can be based Nationwide

Search and apply

Let your curiosity guide you. Search and apply to our open opportunities.

Student community

Join our student community to stay up to date with programmes.

Back to top