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Senior Manager – Customer Experience & Digital Transformation - FS

Date: Nov 12, 2020

Location: London, United Kingdom

Company: KPMG UK

The Team

The Financial Services Customer and Operations advisory team in KPMG is at the heart of delivering innovative and large scale customer-centric digital transformation programmes across all Financial Services industry segments to help our Banking, Insurance and/or Wealth & Asset Management clients reinvent their businesses for the digital age.

The primary objective of this role is to manage the sale, delivery and fulfilment of our Front Office transformation engagements in the Banking, Insurance and Wealth & Asset Management sectors – as a Senior Manager leading large and often multi-disciplinary teams. We are looking for a blend of deep Financial Services industry experience with excellent customer and digital transformation experience to help us deliver new world-class digital capabilities to some of the world’s most successful Financial Services organisations.

Our programmes run deep inside businesses. We enable the development of innovative new products and services and help our clients transform into omni-channel, customer-centric, cost-efficient businesses. Successful candidates will work collaboratively with internal and external teams and co-design solutions from across broader KPMG and KPMG Advisory. Leading and supporting business development activity, building strong relationships with our clients and bid management also forms part of this role.

The Role

As an integral part of the broader Customer advisory team in the UK, this role resides within the Financial Services sector where the successful candidate is expected to deliver the following:

- Engagement delivery: responsibility for leading Customer, Digital and Front office transformation programmes. Typically involving agile delivery disciplines, you will be required to design and deliver insight and technology led solutions that develop new marketing, sales and service capabilities for our FS clients. The focus will be on leading teams and engagements that transform customer engagement, including digital experience. It will involve refined Programme Management skills of: Front office domain knowledge, Senior stakeholder management, programme planning, commercial management, data analysis skills, technology solution delivery experience, team leadership and a ruthless focus on delivery of exception quality outcomes for our clients deliverables.
- People development: leading large, often multi-disciplinary teams, identifying team member development needs and accelerating development with emphasis on managing and mentoring engagement team members, coaching and skills transfer.
- Practice development and asset development: leading the development of new Customer Experience, Customer engagement and Digital solutions for our clients. Including assisting in the development of new propositions and thought leadership in the FS market. You will be responsible for supporting the development of the skills and capabilities of the Customer Digital and Operations consulting team in order to help scale our business - the role will also potentially involve international collaboration with our practices around the world
- Business development: As a senior manager you will have a responsibility to develop and sustain relationships with our clients; This will include leading business development and sales activity (including developing, contributing to and presenting proposals/ bids for future work), working alongside colleagues with Strategy, Operational and technology transformational skills.
- Risk management: identifying and managing delivery and financial risks across projects, engagement assurance and commercial risk management and ensuring the Firm's frameworks are implemented appropriately and effectively

The base location is flexible and can be any of KPMG’s UK offices. Travel within the UK is however an essential part of the role due to the nature of the projects.

The Person

Ideally coming from either an FS organisation or a leading transformation consulting background such as: a consulting firm, SI house, progressive digital agency, technology innovator or top end boutique provider, the candidate must have some or all of the following recent and relevant experience:

- Candidates should have excellent Banking or Insurance or Wealth & Asset Management knowledge.
- Must have Project/Programme management experience within the Financial Services sector.
- Proven capability in FS Customer/ Digital/ Front Office transformation
- Customer Experience analysis and redesign experience
- Experience of Agile ways of working within an FS environment
- Experience of FS sales and service process transformation
- Digital innovation and solution delivery
- Functional/business side experience in Microsoft /Salesforce CRM implementation solutions
- Process redesign and re-engineering - including Lean/Six Sigma or process automation experience


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