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Experienced Professional

Customer Manager - Infrastructure, Government & Health - UK Wide

Location: Bristol

Service Line: Connected Technology

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Experienced Professional

Customer Engagement Lead (Senior Manager) (GR#653)

Location: London

Service Line: IHQ

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Experienced Professional

Customer Relationship Manager

Location: Leeds

Service Line: Learning

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Experienced Professional

Senior Manager - Customer Consulting [UK Wide]

Location: Birmingham

Service Line: Customer

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Experienced Professional

Associate Director (Digital Procurement), Operations Transformation

Location: London

Service Line: Operational Transformation

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Experienced Professional

Senior Manager, Digital Healthcare Advisory - UK Wide

Location: Birmingham

Service Line: Connected Technology

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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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Customer Engagement Lead (Senior Manager) (GR#653)

Location: London

Capability: KPMG Business Services

Service line: IHQ

Experience level: Senior Manager

Employment type: Full Time


Role Location: UK Wide - can be based in any of our UK office locations.

ITS Global (Information Technology Services Global) is one of four pillars within KPMG’s Global Technology & Knowledge group. As such, ITS Global provides innovative components that KPMG’s business functions and member firms use to deliver client-facing solutions. ITS Global also provides the information protection and technology infrastructure that secures KPMG’s technology environment and connects its network of member firms. ITS Global works with the other GT&K pillars to provide KPMG technology solutions that leverage world-leading partnerships, disruptive digital capabilities and access to the firm’s collective intelligence.

The Role

With the rapid deployment of technology to support the increasing need to drive operational and risk management activities, the need to assist the functions and Member Firms with information which supports them to make decision driven by data to effectively address information protection requirements has become critical. This role will be responsible for execution of the strategic priorities which are aligned to the IPG strategy. The Customer Engagement Lead will set the pace and actions plans within the Customer Engagement Department in collaboration with the Office of the CISO lead (OCISO) driving connections within Functions and cultivating the relationships with Member firms through the delivery of services offered by the Information Protection Group (IPG).

Key Accountabilities
- 10% Establish plans, activities and timelines which support the delivery of key messages which support the IPG strategy
- 10% Enable department team members to develop solid business relationships, becoming a trusted advisor with key leaders and stakeholders to proactively support business objectives
- 10% Effectively manage and escalate risks and issues including managed of all Customer Engagement team members
- 20% Contribute as a team lead in the development of programs which support Functions and Member Firms with moving to secure by design planning (e.g., customer & stakeholder management)
- 10% Lead periodic review meetings with IPG leadership and business to provide updates on requests, projects, and issues
- 10% Design and deliver customer engagement guidance and materials to support standardizing services across team. Ensuring consideration for feedback and continuous improvement.
- 20% Define and deliver reporting standards which provide visibility of engagement, relationship and stakeholder management activities
- 10% Manage, support and develop team members ensuring alignment to IPG strategic priorities and enablement of Functions and Member Firm objectives. Work through annual goal setting and performance evaluations.

The Individual

Technical Skills & Qualifications

- Ability to manage multiple engagements on multiple projects
- Excellent client engagement and stakeholder management skills
- Capable of strategic thinking and of building strategic plans and putting them into action
- Ability to prioritize and organize effectively with an attention to detail
- Strong interpersonal skills and the ability to build and maintain relationships
- Excellent presentation skills; outstanding written and verbal communication skills
- Characteristics of a forward thinking and self-starter that thrives on new challenges and adapts quickly to learning new information
- Strong analytic, problem-solving and conflict resolution capabilities
- Core understanding of security and privacy concepts
- Ability to collaborate cross functionally with teams to bring forward solutions to customers
- Bachelor’s degree or equivalent from an accredited college/university within business, IT, or related field.

Experience & Knowledge

- Proven experience working within large scale organization, experience within a professional service or similar organization.
- Background working on large-scale international projects and the ability to manage multiple processes and projects at once.
- Aptitude to build understanding of trends in cyber security, including privacy
- Confidence in dealing with staff, managers and partners across the firm
- Good knowledge of regional issues and structures, ability to work with people from many different cultural backgrounds
- Experience in customer service and/or operational management
- Experience and knowledge of organizational change management or transformation management.

Key demonstrable competencies

- Apply a strategic perspective: Uses diverse sets of inputs to develop a broad perspective on business and people issues
- Build collaborative relationships: Connects with individuals, teams and organizations to build lasting, collaborative relationships that enable global, firm-wide growth
- Foster innovation: Embraces a culture of innovation and experimentation to create value
- Drive quality: Delivers high-quality products and exceptional service that provide value and exceed client expectations
- Develop and motivate others: Engages teams, instills confidence, and coaches people to find meaning in their work and achieve exceptional results

Customer Relationship Manager

Location: Leeds

Capability: Management Consulting

Service line: Learning

Experience level: Manager

Employment type: Either Full Time Or Part Time


As a team leader, the Customer Relationship Manager must embody KPMG’s values, act as a role model, and build commitment and belief toward the accomplishment of the team’s goals.

Responsibilities
— Work across the Civil Service to understand and help meet the evolving policy and capability requirements of assigned Civil Service Departments
— Achieve individual and team revenue targets agreed for each fiscal year
— Build a deep understanding of assigned departments, build and deliver account plans and create business development and marketing initiatives to grow footprint and adoption
— Identify the most effective learning related interventions to support professional and strategic priorities across Civil Service departments, arms-length bodies and government agencies
— Develop deep and extensive client relationships built upon a thorough understanding of our client’s business needs and capability challenges
— Boost sales conversion through the deployment of rigorous sales processes, pricing, contracting and negotiation to win work
— Develop, respond to and manage responses to RFPs and bid requirements
— Prioritise work and to meet deadlines in a demanding environment
— To actively fulfil people leadership responsibilities within the CSL team, including through performance management of designated appraises and support to wider team
— Able to work with discretion due to the sensitive nature of the role
— Continuously working towards a culture of inclusion

The Person

Knowledge/Skills/Experience
Essential
— Experience working with the Public Sector, Central Government
— A proven track record of achievement within a client-facing professional role with strong consulting experience of closing and delivering complex interventions
— Experience in carrying a minimum £5m quota
— Have a strong understanding of sales, engagement and business development processes
— proven and successful experience leading and closing complex deals and bids
— Coaching sales team in sales best practice
— Strong commercial and risk acumen
— Requirements analysis and solution building
— Business case analysis, ROI reporting and impact analysis
— Challenges assumptions and validates information.
— Agenda setting and event management
— Superior influencing, negotiation and communication skills
— Excellent organizational skills
— Superior presentation and proposal development skills
— Actively engages externally and internally in order to address their views/concerns
— Thrive in a fast-paced, dynamic and evolving work environment
— Relationships and partnerships builder
— Outcome and execution focused
— Strong financial and strategic skills
— Strong external, internal and partner stakeholder management and the ability to build networks effectively
— Demonstrates curiosity and open mindedness to new ideas, approaches and perspectives.
— Accreditation from academic or professional institutes
Desirable
— Coach the team in sales best practice
— Ability to close large
— A suitable candidate will also have proven and successful experience leading a training and development department complex deals
— Demonstrate experience in designing training materials

Senior Manager - Customer Consulting [UK Wide]

Location: Birmingham

Capability: Management Consulting

Service line: Customer

Experience level: Senior Manager

Employment type: Either Full Time Or Part Time


This role can be based in either the Birmingham or Leeds KPMG main regional offices.



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



Associate Director (Digital Procurement), Operations Transformation

Location: London

Capability: Management Consulting

Service line: Operational Transformation

Experience level: Senior Manager

Employment type: Either Full Time Or Part Time


About our team

The use of cloud-based technologies continues at pace and we continue to see that most Procurement transformation programs demand technology support, and every successful Procurement technology programme involves some ground-breaking activity.

At KPMG’s highly successful Management Consultancy and Digital practices, we’re working with our clients to help them understand how technology can drive business performance. As such, we’re looking for outstanding technologists and consultants to join us, grow with us, and develop our Procurement technology delivery capability, driving our strategy through large-scale Procurement transformation. Part of a developing team that will become our ‘go to’ for Procurement technology, you will play a key role in the growing of our propositions to sell and deliver large programmes. You’ll have excellent stakeholder management skills, and a proven track record of helping clients reach their desired outcomes. On the technical side, you’ll need a thorough understanding of the Procurement technology landscape including solutions such as Coupa, SAP Ariba, Jaggaer, Oracle and /or Ivalua.

The key services our team typically provides are outlined below:
• Assessment of a client’s existing procurement capability against leading practice, identifying improvement areas across people, process and technology
• Providing insight on the procurement technology market across Source to Pay, Supply Management, Analytics, Category Management and Supplier Risk Management
• Helping clients to develop a digital strategy for Procurement that leverages cloud-based Source to Pay technology, advanced analytics, collaborative category management technology, robotics process automation and AI solutions
• Building technology roadmaps that drive speed to value for our clients
• Supporting the sourcing and evaluation of digital solutions to meet business requirements
• Developing robust business cases to evaluate options and unlock investment
• Transforming our clients Source to Pay process through implementing leading practice technologies, often managing multi-year, complex global programmes across large-scale organisations

The Role
The role is a‘Senior Manager’ within our Operations Transformation team. Our Senior Managers are responsible for delivering and managing large-scale and high-profile digital procurement engagements for FTSE/blue chip organisations, as well as playing a leading role in driving sales/business development activity. The Senior Manager role operates directly under the guidance of our Directors and Partners and includes responsibility for managing and developing team members.

The Person
We are looking for a motivated, innovative and collaborative individual, with a strong digital procurement background. Experience of delivering and managing large-scale digital procurement transformation projects is essential, as well as an ability to manage cross-functional teams and senior client relationships. Ideally you will have previous experience of consulting and / or have held strategic transformation roles with skills developed across different markets and sectors.

Responsibilities

Engagement Management
• Own engagement management activities for digital Procurement engagements, including client relationship management, budget ownership and supporting KPMG team members to deliver outstanding outcomes for our clients
• Overall accountability for the delivery and quality of KPMG client deliverables
• Supervise and performance manage KPMG colleagues working on assigned engagements
• Manage resourcing requirements and financials across programmes, delivering engagements on time, to budget, and in accordance to KPMG's risk management policies
• Develop strong relationships with senior client stakeholders (including up to Board level), KPMG colleagues and third-party partners
• Drive innovation and leading practice, providing subject matter expertise and strategic guidance to clients
• Identify development needs of the team and provide coaching, mentoring and stretch assignments to attract, develop and retain our most talented colleagues.
• Ensuring wellbeing matters are properly handled and resolved by demonstrating empathy and awareness

Sales and Business Development
• Lead business development activities such as identification, proposal development, and other prospect activities; work with the appropriate KPMG resources from other service lines/industries
• Collaborate with Partners and Directors to develop and convert pipeline sales opportunities into live engagements
• Support clients to deliver leading practice digital Procurement strategies and business cases to unlock investment
• Actively share knowledge with other KPMG colleagues/teams and contribute to the development of innovative propositions/solutions which differentiate KPMG from our competition

Essential experience and skills
• Selling, leading and delivering large-scale, complex digital transformational programmes and drawing on diverse solutions to successfully resolve client issues.
• Developing and maintaining excellent relationships with senior client stakeholders up to board level and evidence of an existing strong network of client relationships.
• A strong track record of client delivery, innovation and transformation using Cloud solutions, at large FTSE/blue chip organisations
• Recognised as an expert in digital Procurement, with ability to provide credible technical insight to clients. Deep knowledge of the sector, key client issues and market trends.
• Detailed knowledge of procurement processes – including sourcing, category management, contract management, Purchase to Pay (P2P), supplier risk management
• Working knowledge of Source to Pay software including one or more of the following; Coupa, SAP Ariba, Jaggaer, Oracle and /or Ivalua.
• Leading business development activity (including proposals/RFPs), developing business cases, and selling new opportunities. Demonstrating perseverance and tenacity, and the ability to communicate compelling and well thought out solutions to complex problems
• A track record of managing direct reports and / or project team – including working with onshore, offshore and third-party teams to deliver solutions
• Development of thought leadership and participation in brand-building and brand-awareness exercises



Senior Manager, Digital Healthcare Advisory - UK Wide

Location: Birmingham

Capability: Consulting

Service line: Connected Technology

Experience level: Senior Manager

Employment type: Full Time


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



The Team


KPMG is acknowledged as a leading advisor and professional services provider to the UK Healthcare industry, with hundreds of professionals supporting our clients every day across the country. You will be joining a successful and growing team of Partners and Directors, to develop the next stage of our Digital Healthcare business.
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.
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.

Take a look at our website with the link below to see “What Makes Us Different”
http://www.kpmg.com/UK/en/about/WhatMakesUsDifferent/Diversity/Pages/default.aspx

The Role

This role is to join the highly successful high growth Infrastructure, Government and Healthcare (IGH) Consulting team at KPMG as a Senior Manager focussed on consulting projects in the Health market and specifically focus on Digital Healthcare Advisory.
The successful individual will work closely with our Digital Healthcare Advisory Directors and will be focussed on delivering some of our largest digital health programmes for NHS clients. They will be a senior deliver lead in client engagements. Working closely in the existing multi-disciplinary team working on accounts, pursuits and delivering new business to deliver the next stage of growth to our Health business.
Responsibilities
Revenue and Sales – Our intention is to build a digital healthcare advisory business quickly delivering £6m annual revenues within 3 years. This role will support the delivery of that revenue.
The role will be solely focussed on the healthcare market, with the majority of time spent with digital healthcare clients shaping and delivering advisory work to this growth market.
Project managing engagements to deliver high quality work in a timely manner to include: scoping / financial management (budgeting) / engagement and risk management / production and review of deliverables.
Credibly representing KPMG from a digital healthcare perspective with regional and local digital health leads within the NHS.
Upholding KPMG’s values by acting with integrity.
Building and managing multiple client relationships.
Fee generation through actively identifying and progressing business development opportunities, as well as managing sales activities such as proposal development and client presentations.
Contributing to practice management, e.g. knowledge sharing, training, proposition development, and knowledge management.

The Person

We expect that you will have:
Proven track record of delivering multi-disciplinary advisory services to the digital health market. This includes topics such as digital strategy, user experience design, digital resource and capability assessments, cyber and information security, EPR strategic support services.
Leadership – The role will act as an engagement manager for major client deliverables. The successful candidate will need to leverage teams from existing capabilities to work in this market, as well as build a small and dedicated market facing group of specialists. The person will take a central role in managing a diverse portfolio of services and service lines inter-locked with Digital Healthcare.
Subject Matter Expert (SME) - Their technical competence must be in Digital Healthcare, have a point of view and perspective (vision) of the direction of Digital Health in the UK and ideally be commenting and have a profile for commenting on the industry direction. This influence should be showcased at a provider, system, and central body perspective.
Credibility in the market - The successful candidate must be able to credibly represent Digital Healthcare to client executives in order to deliver profitable work in the market themselves. They will have deep experience within healthcare and technology advisory and will be seen as an industry leader in their own right.
Integration - To deliver on our digital healthcare strategic investment plans, we must integrate our propositions (such as Operational Excellence and Supply chain) with our connected capabilities, developing enabling and complex solutions to realise more value from our potential work.
Relationships – The Director appointed will have proven relationships with a significant proportion of provider CIO’s and understand their key technology programmes. Further to this, the individual will also have relationships with the central bodies of NHS E&I, NHS Digital and NHSX.
To be successful in this role you need to have already delivered a range of projects and be thinking about the next step in your career – this is a challenging role you will be leading teams of peers to deliver complex projects.
Qualification
Ideally degree level qualified, but not essential for the right person with the right experience
Base Location
The role can be based in anyone of our major offices in the UK (Birmingham, London, Leeds, Manchester, Bristol, Edinburgh/Glasgow) and will include travel; candidates must have a willingness to travel frequently, both domestically and internationally on occasions, with the potential to be away from home for set periods of time.

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