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Corporates Consulting - Customer Experience Design Manager

Date: Jun 11, 2019

Location: London, United Kingdom

Company: KPMG UK

AutoReq ID135985BR
Job TitleCorporates Consulting - Customer Experience Design Manager
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 DescriptionThe Team

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, defence and energy) Management Consulting team to help these companies to successfully navigate this disruption and take advantage of new opportunities.

There are four core areas within in the Customer team: Strategy, Experience Design, Transformation and Digital. This role is within our Experience Design practice.

The Role

The role as Manager within the Experience Design part of the Customer and Digital function is a fantastic opportunity to be part of a creative, energetic and rapidly growing team within KPMG.

Typically the role will involve managing a workstream or project at a client focussed on improving their employee or customer experience with one to three junior team members. It’s a client facing role which will generally involve working with clients in their offices from Monday to Thursday each week.

Projects also regularly involve working within a wider a multidisciplinary team with technical, business, data science, business management, finance or IT skills as well.

Alongside the project work there will be opportunities to develop the Customer practice, contribute to sales and take advantage of the extensive training and opportunities working at KPMG brings.

Moreover, working in the team will also give you access to the latest insight from our KPMG Nunwood Customer Experience Excellence Centre .

Role Description

The Manager’s key responsibilities will include:


- Managing Experience Design projects to understand, design and transform both customer and employee experiences. This will include
- Working with clients to develop their customer/employee experience vision and design principles
- Capturing and distilling customer/employee insight
- Creating personas
- Building as-is journey maps
- Generating, prioritising and developing opportunities
- Designing future experiences
- Prototyping, testing and iterating parts of the journey
- Assessing the capabilities required to deliver the future journey
- Building a roadmap to articulate how the future journey will be implemented
- Working with colleagues from other teams to deliver projects using the Design method
- Ensuring that customer projects or their work-streams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks.
- Developing relationships with clients, the wider Customer team (which includes strategy, transformation and digital) and across the wider KPMG network
- Contributing to the running of the UK Design Centre of Excellence and development of the Design practice (this may include internal training, team communications, method development etc)
- Performance Managing and developing junior team members
- Supporting sales through business development, managing proposals and extending existing projects for Design
- Keeping up to date with latest trends in Customer Experience

The Person

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 Experience Design projects in the UK.


- Comes from a design, internal customer experience or management consulting background.
- Has a good understanding of Experience Design
- Has experience of managing projects that have resulted in capturing the understanding of the journey today and redesigning what it will look like in the future
- Comes with experience of working within at least one of the following industries - oil & gas, utilities, retail, telco, FMCG, defence and transport & infrastructure.
- Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders.
- Essential Skills and Experience
- More specifically the successful candidate must be able to demonstrate the following key skills:
- Solid knowledge of the design thinking ethos of human centre design and ability to adopt it to solve client issues.
- Understanding of the latest trends in customer experience and what makes a great customer experience
- Ability to shape and lead the facilitation of design workshops and training for clients and colleagues
- Ability to capture and distil customer insight
- Creative problem solving ability, inquisitive mind-set, comfortable with working in ambiguous situations.
- Strong project management skills.
- Strong attention to detail.
- Excellent 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.
- Strong people management skills.
- Ability to grow and develop people working for them.

Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

KPMG consistently features in the Sunday Times Best Big Companies to work for, which has been recognised with a special achievement award to mark our 10 years in the Top 25. We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.

Returning to work after a break

At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

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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