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Director - Head of Customer Analytics & Technology

Date: Jul 11, 2019

Location: London, United Kingdom

Company: KPMG UK

AutoReq ID146004BR
Job TitleDirector - Head of Customer Analytics & Technology
CountryUnited Kingdom
LocationLondon
FunctionManagement Consulting
Service LineCustomer
Service Line InformationIn 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 in less than five years.

Our Customer team are highly experienced sector specialists who help organisations, with increasingly complex challenges, to transform the performance of their core operations and supply chains.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.
With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description
Role & Responsibilities


As Head of Customer Analytics & Technology, you will lead and build a team of analytics professionals and product developers, whilst setting strategic vision, driving sales and pioneering innovative, high performance propositions. These will leverage research, data analytics, AI, machine learning and always-on platforms to provide clients with deeper insights, superior customer experiences, stronger sales performance and frictionless service operations.

This role will complement the firm’s existing customer insights services, delivered by KPMG Nunwood. A 2015 acquisition, KPMG Nunwood provides clients with customer insights, voice of the customer services, connected data ecosystems and cloud technology. As part of this, you will work closely with our customer experience and engineering teams to embed analytics in new, digital experiences. Critical to your success will be our ability to differentiate these propositions from those of other major consulting organisations and boutique competitors.

As well as leading our customer analytics professionals, you will oversee a team of developers and product managers, responsible for the ongoing development of KPMG’s scalable customer technology offers. One of the first public examples of this – KPMG Customer Experience Cloud™ - can be viewed online. Alongside leaders and alliance partners, you will play a key role in setting the direction and strategy for this and future customer technology.

This is a Director-level position and will report into the UK customer advisory leadership. Whilst there is some existing analytics capability, you will rapidly scale this, defining the vision, strategy and business plan for a hyper-growth team, with a start-up mentality. As such, you must be able to inspire and coach a team of analytic managers who deliver client services, whilst embedding new thinking in existing assets and client teams. Familiarity working with developers and technology professionals will be a distinct advantage.

You will go to market across all sectors, working shoulder-to-shoulder with a group of partners and directors. This role will therefore favour both those with first-line sale origination skills and those who are highly effective at leveraging matrixed consulting operations. By driving sales, the long-term opportunity will be to grow your team and business to deliver a significant 8-figure revenue stream, with associated growth and development opportunities.

Essential Requirements:


- Strong undergraduate degree; preferably in a relevant subject area
- Substantial relevant experience in roles of increasing accountability and commercial impact
- Deep quantitative functional expertise in customer research, data analytics, multivariate predictive modelling and associated software / platforms
- A track record applying this to client / industry challenges to deliver proven results
- Experience defining / developing product or scalable technology offers
- Background in overseeing development or technology teams
- Demonstrable expertise of building teams, businesses or delivering growth

Desirable Requirements:


- Advanced degree (e.g., MBA, Masters)
- Functional expertise around AI, machine learning, cloud technology
- Demonstrated success in implementing fast-growth propositions or services
- Thought leader on customer D&A best practice
- Extensive business development and / or P&L management

Our Deal

Flexible Working

Our employees have many varied work schedules to suit their individual needs!



Our intelligent working options range from role sharing and flexible start and finish times, to home working and more informal arrangements agreed within teams.



Check out examples of KPMG employees enjoying different working patterns on our website and please do share your own individual requirements with us.



Applying with a DisabilityAs a member of the Business Disability Forum we're committed to ensuring a great experience for colleagues with a disability. Should you be successful after the initial application stage, please discuss any adjustments that you may require with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality. We want you to bring your full self to work and maximise your potential. KPMG is a place where everyone can thrive, whatever their gender, ethnicity, disability, sexual orientation and socio-economic background.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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