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Assistant Mgr - FS - Customer Experience and Digital Transformation

Date: Jan 10, 2021

Location: London, United Kingdom

Company: KPMG UK

Assistant Manager - Financial Services - Customer Experience and Digital Transformation

KPMG means joining a talented team of exceptional colleagues who bring innovative thoughts and a natural curiosity to the work they do each day. No one type of person succeeds at KPMG; a diverse business requires diverse personalities, characters and perspectives. There really is a place for you here.

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 the fulfilment of our Customer advisory client engagements in the Banking, Insurance and Wealth & Asset Management sectors. We are looking for a blend of banking 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 Banks.

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 help deliver the following:

- Responsibility for helping to deliver Customer Experience and Digital transformation programmes, featuring Data and technology solutions for Banking, Insurance and Wealth & Asset Management sectors.
- Experience in planning, managing and executing the delivery of engagements, including overseeing the writing of delivery of new digital solutions and platforms and the review and quality assurance of work projects.
- People development: working in large, often multi-disciplinary teams, identifying team member development needs and accelerating development, coaching and skills transfer.

- Practice development and asset development: working within the team to help build out assets and skills in Customer Experience and digital consulting that are key to scaling the business - the role may involve international collaboration to build new Customer Experience and Digital offerings and assets.

- Business development: Supporting the development of relationships both internally and with client management; including leading Customer business development activity (including developing, contributing to and presenting proposals/ bids for future work), working alongside colleagues with Operational transformation skills.
- Risk management: identifying and managing risks, 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:

a)Working in Customer led FS transformation including Customer Experience design
b)Functional experience in Microsoft /Salesforce CRM solutions
c)Experience of agile digital delivery projects
d)Multi-channel customer experience journey mapping and service design
e)Agile working, scrum methods & SAFe framework within an FS environment
f)Knowledge of Banking sales and service process transformation
g)Digital innovation (e.g. cognitive, Fintech innovation and partnering)
h)Process re-engineering, preferably Lean/Six Sigma experience

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