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Experienced Professional

Customer, CRM and Digital Transformation - Assistant Manager

Location: London

Service Line: Customer

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Experienced Professional

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

Location: London

Service Line: Customer

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Experienced Professional

Director, Consulting - Powered Customer

Location: London

Service Line: Customer

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Experienced Professional

Senior Manager - Digital Marketing

Location: London

Service Line: Operational Transformation

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Experienced Professional

Senior Manager - Customer Transformation [Corps/UK Wide]

Location: London

Service Line: Customer

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Experienced Professional

Customer Manager - Infrastructure, Government & Health - UK Wide

Location: Bristol

Service Line: Connected Technology

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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.



Director, Consulting - Powered Customer

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Director

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 high-performing individuals with knowledge and experience of transforming customer-facing functions and operations (Marketing, Sales, Ecommerce, Field Service, Customer Service). We are looking for individuals who can help clients to maximise the ROI and business value from their Salesforce estate, who represent the commercial and business performance requirements. 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 senior, client facing role which focuses on selling and leading large customer-centric CRM-based change programmes. As a Director you are responsible for driving the connected customer agenda, bringing the best capabilities for improving customer experience and building and maintaining senior client relationships. The Director has a track record of working across industries, with significant experience of Corporates’ target sectors.

This role is focused on building and leading teams of consultants and technologists to win and deliver Salesforce enabled projects. Our projects are rarely stand-alone, and the successful candidate will need to work with capabilities and solutions drawn from across broader KPMG.

Directors have a strong business development element to their role which involves building relationships internally as well as with our key target clients to identify and shape future opportunities. The role will involve working across the firm to develop tailored propositions; and engaging our clients with these value propositions.

Key Responsibilities

The Director’s key responsibilities include to:

Have a strong, working knowledge of strategic CRM investments and initiatives across the front-office functions and how to structure these into a transformation project

Developing projects’ business case and benefits tracking

Work with our Connected Technology Salesforce and Microsoft teams to prototype, test, integrate technology

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.

Support the Powered Customer lead and overall Customer leadership team together with origination and Go-To-Market plans

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

Interested and experience in business development activities, responding to RFPs from a technical and commercial perspective

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 experience of working in one of these industries – FMCG, retail, automotive, utilities, business services, manufacturing, or telco.

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


Qualifications and Skills



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

Significant experience in front-office functional transformation based on Salesforce or Microsoft CRM solution stacks

Excellent project and programme management skills including experience in large cross functional and/or cross geographical programmes

Experience in managing client relationships

Leading bid teams, including demonstrable examples of winning revenue for a business

Articulate the value of the CRM platform technologies in business to a non-technical audience in a clear and compelling fashion.

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 and excellent commercial and deal-creation skills

Excellent facilitation and presentation skills.

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

Senior Manager - Customer Transformation [Corps/UK Wide]

Location: London

Capability: Management Consulting

Service line: Customer

Experience level: Senior Manager

Employment type: Full Time


The role as Senior Manager is a fantastic opportunity to lead 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 leading on and overseeing large customer-centric programme teams to drive transformational and disruptive change. Senior Managers are responsible for shaping customer-centric strategies, bringing the best capabilities for improving customer experience and building and maintaining client relationships.







Senior Managers bridge the gap between the technical expertise of technology and business advisory teams to deliver sizeable front-office transformation opportunities with support digital and tech solutions, data analytics and/or strategic support.







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

The Senior Manager’s key responsibilities are to:





Work with the client to shape and develop real word solutions that drive value through digital transformation





Lead business transformation programmes that use design-led thinking to develop a strategic vision and transformation roadmap to help the client implement customer centric solutions whilst ensuring to mitigate risks and issues appropriately





Lead the bidding, winning and delivering of customer and digital transformation engagements of significant size and scope.





Build new and maintain existing client relationships that directly feeds into the team’s revenue





Be accountable for the building, execution and overall management of large-scale transformation programmes





Define the future operating model for a business whilst providing expert advice of any wider change management considerations





Develop projects’ Business case and benefits tracking and to be comfortable identifying and converting any sell-on opportunities





Support the Connected Customer Leadership by building and actioning Go-To-Market plans





Skills and Experience:







The ideal candidate is likely to have a blend of the following skills and experience:




Significant expertise in end-to-end digital transformation including setting strategic vision, shaping transformational roadmaps and conducting capability maturity assessments





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





Senior level stakeholder engagement and management, including maintaining client relationships





Leading and delivering internal and external teams to deliver a wider transformation programme including demonstrable experience leading an end-to-end project and associated deliverables





Clear understanding of innovation including approaches, segmentation, technology, value framework and business case build





Work with alongside digital teams to prototype, test and integrate technology solutions for the client, whilst driving innovation through the team





The ability to put the customer at the heart of organisation design and transformation programmes





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






Customer Manager - Infrastructure, Government & Health - UK Wide

Location: Bristol

Capability: Consulting

Service line: Connected Technology

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

This role can be based in any of KPMG’s main regional offices




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