Senior Manager – Customer & Digital (National Markets – London Region), Open to flexibility

London (Greater)
19 Jul 2017
19 Aug 2017
Contract Type

Senior Manager – Customer & Digital (National Markets – London Region), Open to flexibility

At KPMG, our values define who we are and the way we do business. As a leading professional services firm, we know that our strength and capability come from our people – their different perspectives, experiences and backgrounds. From our inclusive leadership strategy to our diversity and inclusion targets – we’re making bold changes to who we are and what we do. Be part of it.

In KPMG's Management Consulting practice, we don't limit ourselves to either strategy or implementation. Instead, we deliver both - equally well. Indeed, it's this broad capability that's seen us accelerate to become a 1000-strong team over recent years. Since our creation, we've developed in-depth knowledge of an incredibly broad spread of sectors.

Operations & Customer is at the heart of delivering large scale transformation programmes across all market and industry segments. The primary objective of this role is to support the delivery and fulfilment of our client engagements.

A new set of consumer expectations shaped by global economics, technology and social change has given rise to the ‘Age of the Customer’. Forrester defines the age of the customer as a 20-year business cycle in which most successful enterprises will reinvent themselves to systematically understand and service increasingly powerful customers (Forrester Research: “Making Leaders Successful Every Day”, 2014). At a KPMG level this is evidenced further though Customer being positioned as one of five ensuring client issues.

The Customer & Digital practice is responsible for providing advisory and assurance services to a range of clients, developing customer-, channel-, digital- and product-related solutions.

The Firm has been making meaningful investments to acquire and build exciting new capabilities in this space, an example of which was the acquisition of the specialist customer experience consultancy, Nunwood, in May 2015.

As part of our National Markets Consulting business, our Customer & Digital practice works across our key National Markets segments and corresponding managed priority accounts in helping organisations define and execute their customer agenda. Whilst we work across all sectors, our priority sectors include financial services (including challenger banks), B2C/B2B and Public Sector & Health.

The major propositions areas in which the Customer & Digital team advise clients include:

  • Customer strategy - Helping businesses to identify their customer value proposition and translating it into their growth strategy including customer acquisition and retention
  • Customer experience - Analyse, map and design customer/member/passenger journeys to improve the customer experience using KPMG Nunwood customer insight, research and measurement
  • Marketing, sales and service transformation - Envision, design and deliver customer-centric service by transforming current sales and customer service processes, tools and channels (e.g. digitisation)
  • Customer and digital technology (including MS Dynamics) - Diagnose and develop innovative technical solutions to solve client issues or seize new business opportunities
  • Customer centric organisation - Design and deliver omni-channel business models to improve customer engagement through their channel of choice
  • Customer data and analytics - Embed analytically driven insights to develop repeatable, scalable solutions and services to help businesses drive efficient growth and performance.

Role and Responsibilities

As a Senior Manager within Customer & Digital, you will be responsible for providing customer centric advisory services across different sectors to meet the demands of a diverse client base.

Possessing a good network across your chosen industry you will not only have a track record of implementing successful client solutions but also be able to leverage your network to develop business leads and sales opportunities for the firm.

The Senior Manager plays a pivotal role in generating client opportunities to monetise these investments including active contribution and participation within the wider Customer & Digital practice through active involvement in recruitment, training and proposition development.

The market for enabling technology is intrinsically linked to the customer agenda and therefore, the role requires an appreciation and understanding of our wider capabilities across Strategy, KPMG Nunwood and Digital and Mobile Solutions.

Furthermore you will develop client relationships to enhance the reputation of KPMG as an advisor of choice and identify further client opportunities in Customer & Digital and across our wide National Markets consulting services (Technology Enablement, People Advisory Services, Cyber)

Background & Experience

Successful candidates will need to demonstrate a proven track record in the following:

  • Big 4 or equivalent management consulting experience is a must
  • General management consulting skills, including project / programme management, strategy development, business analysis, technical delivery and problem solving
  • A track record of delivering high quality project outcomes with a focus on delivering measurable business improvements.
  • Experience of projects relating to digital, customer experience or marketing / sales transformation
  • A demonstrable strong understanding and experience of leading engagements and engagement management across different sectors
  • 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
  • An understanding of, and interest in, the market pertaining to digital, customer and data
  • Comfortable leading or playing a key role in business development initiatives including bid, proposal and contract/commercial negotiation
  • Highly organised self-starter able to work to deadlines and manage multiple priorities

We recognise that as individuals, we each have particular needs and that one size doesn’t fit all, when it comes to how, when and where you work. That’s why we’re proud to offer our colleagues agile working options. We believe in putting you at the centre of your career – KPMG will offer the training, development and stimulating work environment to help you get to where your career ambitions are. That’s why we introduced ‘Our Deal’ – it’s our way of saying ‘thank you’ for bringing your best to work. As part of ‘Our Deal’, you’ll benefit from a range of rewards from secondment opportunities and preferential banking services to a day off on your birthday and have open, honest conversations about your career development.

While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a balanced lifestyle. We offer part time roles with flexible working arrangements which could include, annualised hours, early or late starts to fit around other commitments, shorter working days etc. We are happy to discuss your own requirements and our range of flexible working arrangements in more detail, should that be of interest and, as part of the recruitment process, we can put you in touch with people who work flexibly Equal Opportunities employer.