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Senior Manager - Customer Transformation [Corps/UK Wide]

Date: Jul 30, 2021

Location: London, United Kingdom

Company: KPMG UK

The role as Senior Manager is a fantastic opportunity to lead the translation of clients’ business challenges, leveraging strong commercial acumen and technical expertise, into key business and functional requirements, to build digital solutions that drive value for their customers and employees.

Role Overview

This is a client facing role which focuses on leading on and overseeing large customer-centric programme teams to drive transformational and disruptive change. Senior Managers are responsible for driving the connected customer agenda, bringing the best capabilities for improving customer experience and building and maintaining client relationships. The Senior Manager has a track record of working across industries, with significant experience of Corporates’ target sectors. Senior Managers work cross-functions and will be responsible for partnering with Nunwood to implement primary research into projects where appropriate. The Senior Manager draws on these skills at the intersection of understanding the current client’s business problems, knowing the industry to design, implement and scale relevant solutions for our clients.

Senior Managers will have an excellent ability to assess a client’s business strategy, customer capability and operations for sizeable customer and digital transformation opportunities in the form of emerging tech solutions, data analytics and/or strategic support.

This role is focused on building and leading teams of consultants to win and deliver digital projects. Our projects are rarely standalone and the successful candidate will need to work with capabilities and solutions drawn from across broader KPMG.

Senior Managers have a strong business development element to their role which involves building relationships internally as well as with our key target clients to identify and shape future opportunities. The role will involve drawing insights and data from our existing projects for clients; working with the leadership team and a range of people from across the firm to develop tailored propositions; and engaging our clients with these value propositions.

A successful Senior Manager will leverage the technical, business and design skills of an experienced multidisciplinary team with expertise in customer experience, data science, business management, engineering and development.

Key Responsibilities

The Senior Manager’s key responsibilities include to:

Work with the client to shape and develop their transformation roadmap and change portfolio

Have a strong, working knowledge of Design initiatives and how to integrate these into a transformation project

Be responsible for building and executing the project plan and managing any risks and issues appropriately

Designing future operating model

Developing projects’ Business case and benefits tracking

Work with Engineering team to prototype, test, integrate technology

Lead the origination of client’s solutions to their digital-related challenges in sales and/or service functions.

Lead the bidding, winning and delivering of customer and digital transformation engagements of significant size and scope.

Build new and maintain existing client relationships that directly feeds into the team’s revenue

Help clients focus on generating value through their customer and digital initiatives, with a clear performance focus, and make sure initiatives are designed to drive real value rapidly.

Support the Customer and Digital Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients.

Develop relationships to identify and shape future solutions and engagements - working internally (with Digital Architects, Consulting Industry Leaders, Client Lead Partners, S&D, Business Development Managers, other parts of KPMG) and externally (partners, alliances).

Ensure that customer and digital transformation 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.

Provide leadership within the Customer and Digital Team, coaching and developing team members and running non-client initiatives, such as training or risk management.

Experience and Background

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 customer and digital transformation projects in the UK.

- Comes from a consulting, sales or programme management background with experience of working in start-ups, product development / design agencies or management consulting.

Have experience of a variety customer centric Transformation or Strategic propositions including sales, marketing and customer service. You will have been responsible for leading an end-to-end project and delivery team, with associated deliverables, and should be able to speak about this for a few minutes.

Have a demonstrable knowledge of innovation including approaches, segmentation, and technology

- Has experience of weaving a solution based on current technologies from ideation to delivery

Comes with experience of working in one of these industries i.e. health, pharma, oil & gas, utilities, retail, telco, FMCG and transport & infrastructure.

Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders.

The ambition is that Senior Managers bridge the technical expertise of engineers and data scientists with the operational expertise of marketing, supply chain, risk and other frontline roles.

Qualifications and Skills

More specifically the successful candidate must be able to demonstrate the following key skills:

- Significant experience in digital transformation

- Excellent project management skills including experience in large cross functional and/or cross geographical programmes

- Experience of leading and delivering ‘connected consulting’ programmes – overseeing teams outside of Customer and Digital to deliver a wider transformation programme

- Experience in managing client relationships

- Leading bid teams, including demonstrable examples of winning revenue for a business

- Articulate the value of emerging technologies in business to a non-technical audience in a clear and compelling fashion.

Run compelling workshops, to extract and challenge information from client SME’s and successfully guides participants through unknown territory.

Solid knowledge of the design thinking ethos of human centre design and ability to adopt it to solve client issues.

Strong understanding of the application of agile methodology in both product development and organizational structure.

Creative problem solving ability, inquisitive mind-set, comfortable with working in ambiguous situations.

Strong people management skills.

Strong attention to detail.

Excellent facilitation and presentation skills.

Excellent 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.

Ability to grow and develop people working for them.

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