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Senior Manager - National Markets - Customer Consulting

Date: Dec 4, 2018

Location: London, United Kingdom

Company: KPMG UK

AutoReq ID135994BR
Job TitleSenior Manager - National Markets - Customer Consulting
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

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 transport, infrastructure, government and 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 - 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

The Role

This role is specifically focussed on experience design. As a Senior Manager within Customer & Digital, you will be responsible for providing experience design and transformation related advisory services across different sectors to meet the demands of a diverse client base.

You will support the development of the National Markets IGH Customer and Digital practice through both development and understanding of our experience design proposition and active involvement in our community and team

The role comprises around 60-70% client delivery and 30-40% business and practice development activities.

The role is to be based from our London Canary Wharf office, however, you must be prepared to travel to client locations across the UK on a regular basis.

The Person

- Design consulting experience in an agency is a must

- A multidisciplinary practitioner with the ability to strategically frame and visually articulate complex client issues

- Collaborative by nature, with examples of significant workstream ownership that involved leading, inspiring, managing and coaching others

- An engaging portfolio that demonstrates a lateral and experimental design approach across a range of methodologies

- A strong communicator with experience in designing and facilitating workshops and influencing clients and senior stakeholders

- A design advocate with an understanding and opinion on the market and trends pertaining to digital, customer and design

- A confident Adobe Creative Cloud user with a background in technical delivery, prototyping, UX, graphic design or equivalent

- Committed self-starter able to work to deadlines and manage multiple priorities, whilst guiding and supporting others

- Bachelor’s degree in design

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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