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Assistant Manager - FS Customer

Date: Nov 13, 2021

Location: London, United Kingdom

Company: KPMG UK

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.

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