Manager - Customer Services Transformation

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Job details

Location: Aberdeen, Birmingham, Bristol, Cambridge, Cardiff, Edinburgh, Gatwick, Glasgow, Leeds, Liverpool, London, Manchester, Milton Keynes, Newcastle upon Tyne, Norwich, Nottingham, Plymouth, Reading, South Coast - Southampton, Watford

Capability: Consulting

Experience Level: Manager

Type: Full Time

Service Line: Customer, Ops & Infr

Contract type: Permanent

Job Description

Summary of Role Purpose:

This role sits within our Connected Front Office capability, which brings together expertise in Sales, Marketing, Service and Experience Design to transform the way businesses interact and engage with their customers. We help our clients connect with their customers on multiple levels and channels by embedding awareness of and benefit to the customer in every aspect of the business.

In this client facing role, you will use our pre-built assets, robust methodology and technology alliances to enable greater speed to value for our clients and support us in generating a higher margin, longer term revenue stream for KPMG.

Description of the role:

We are seeking a highly motivated and experienced Client-Facing Operating Model & Digital Transformation Manager to join our growing team. You will be responsible for leading and delivering complex operating model and digital transformation projects for our clients, with a strong focus on customer experience, customer service and business outcomes. You will be a key leader in shaping and driving our Front Office transformation practice, leading a team of consultants, and delivering impactful change for our clients. This role will focus on operating model and front office transformation, empowering our clients to leverage technology and best practices to optimise their operations and achieve their business goals.

Whilst we anticipate continuing to work in a hybrid model, sharing working days between the KPMG office and home, this role may require travelling within the UK or abroad to meet specific client demands.

Role dimensions

Key responsibilities:

• Act as the day-to-day delivery lead on front office transformation projects from requirements gathering workshops all the way through to post-implementation support and adoption analysis.
• Assess, develop and implement new operating models, including process optimisation, organisational design, and technology enablement.
• Support contact centre and customer service transformation, using leading practice omnichannel customer service strategies and customer journey mapping optimisation.
• Lead the design and implementation of front office digital transformation initiatives, including customer experience, data analytics, and automation.
• Identify client problems to shape strategic customer-centric initiatives and deliver these in an end-to-end front office transformation.
• Identify areas for improvement in customer experience, efficiency, and cost optimisation.
• Play a key role in bidding, winning, and delivering customer-centre transformation engagements of significant size and scope.
• Help clients focus on generating value through their front-office investments, with a clear performance focus and value creation.
• Input into developing a projects’ business case and benefits tracking.
• Work with our technology teams to prototype, test, integrate key technology solutions.
• Support the Customer leadership team together with Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients.
• Generate thought leadership, drive knowledge sharing and develop consulting skills within our team.
• Develop the team culture, inspiring and empowering team members and supporting their career development.

The Person:

The ideal candidate is likely to have a blend of the following skills and experience:

• Strong consulting, technology services or industry-based CRM programme delivery background with experience of designing, building, and delivering solutions.
• Project Delivery & Expertise: Leading and delivering complex projects with a deep understanding of relevant technologies and how to apply them to solve business problems.
• Contact Centre & Customer Service Transformation Expertise: Possess a strong understanding of contact centre operations, customer service best practices, and the latest trends in customer service technology.
• End-to-end front-office functional transformation programmes, ideally underpinned by experience design, marketing, sales or service methodologies.
• Ability to articulate the value of the customer centric business functions to a non-technical audience.
• Uses a unique perspective to solve complex problems.
• Experience leading workstreams and associated deliverables for internal or external clients.
• Build trust and rapport with clients, understanding their business needs and challenges, and proactively identifying opportunities to add value.
• Communication and presentation skills: Communicate complex ideas clearly and concisely, both verbally and in writing, to clients and colleagues.
• Regularly share knowledge and expertise: Actively share their knowledge and expertise with colleagues, contributing to the development of KPMG's intellectual property and build the team’s capability.
• Understanding of agile delivery.
• Experience of managing direct reports and/or project team.

Grade: Manager

Job Title: Connected Customer – Manager

Locations: London

Capability: Consulting

Service Line: Sectors Customers

Contract Type: Permanent

KPMG Overview:

KPMG in the UK is part of a global network of firms that offers Audit, Legal, Tax and Advisory services. Through the talent of over 16,000 colleagues, we bring our creativity, insight, and experience to solve our clients’ and communities’ biggest problems. We’ve been doing this for more than 150 years.

We aim to be universally recognised as a place for great people to do their best work. A firm known for our collaborative and inclusive culture, using technology to empower and equip our people to deliver outstanding work with real flexibility – through inspiring workspaces, innovative ways to collaborate and hybrid ways of working.

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 mission is simple: To support the UK in a connected world. It guides everything we do, underpinned by our values: Courage, Integrity, Excellence, Together and For Better.

Why Consulting at KPMG?

Technology is a critical focus for us. It underpins everything we do. We're investing in technology like never before – not least because the pace of technological change is disrupting organisations in new and challenging ways. Through advanced data analytics and emerging tech-enabled solutions like AI and machine learning, we're helping clients across diverse sectors to navigate that change. We enable them to avoid any unnecessary risks and to uncover new, transformative opportunities that could give them a competitive edge. A career here means stretching your skills and honing your expertise by solving complex problems as part of a collaborative, results-driven and supportive team.