Senior Customer Transformation Manager

2 weeks ago

Birmingham, Birmingham, United Kingdom KPMG-UnitedKingdom Full time
Job Description

Role Summary

As a Senior Customer Transformation Manager at KPMG-UnitedKingdom, you will be responsible for leading and delivering customer-led transformation projects across the Infrastructure, Government, and Healthcare (IGH) sectors.You will lead teams and provide clients with transformation advice, working closely with client leads and team members to deliver project outcomes.Additionally, you will work with directors and partners to manage profitability and revenue on client engagements and grow the business through expertise sharing, client relationship development, and thought leadership.You will leverage internal and external networks to develop business leads and sales opportunities for the firm.Your role requires a detailed understanding of wider capabilities across Strategy, Insight, and Technology/Data deployment through hands-on delivery experience.As a leader within the Customer team, you will manage teams while acting as a role model to upskill team members, coaching and developing them to ensure excellent client delivery and career development.Furthermore, you will be responsible for developing client relationships to enhance the reputation of KPMG as an advisor of choice and identify further client opportunities in Customer, aligning with Technology Enablement, People Advisory Services, and Digital.Key responsibilities include owning the delivery of workstreams within complex programmes, managing and leading teams of consultants to deliver high-quality outputs within budget and timetables, and demonstrating deep capability in customer experience, customer insight, and customer-centric operating models.Industry knowledge and expertise in sectors such as Infrastructure, Transport, Central Government, Local Government, Healthcare, and Higher Education are also essential.Experience in leading the successful implementation of customer experience technology solutions and turning strategic recommendations into detailed implementation plans and roadmaps is required.Additionally, you will need to demonstrate thought leadership, delivering strong viewpoints in the market to create new thinking and drive new business opportunities.General management consulting skills, including project/programme management, strategy development, business analysis, technical delivery, and problem-solving, are also necessary.
Knowledge and Skills

A background in customer strategy, service design, and/or customer-led operating model design and implementation is desirable.Experience in using and refining structured consulting methodologies to deliver client outputs is essential.Writing proposals for new projects and estimating work effort and resourcing required to deliver project outcomes are also key responsibilities.Understanding the role of digital, data, and technology in measuring, managing, and improving customer experience is crucial.Leadership within a similar consultancy environment, such as a Big4 or Digital system integrator firm, is essential.
Person Profile

Ability to demonstrate examples against the KPMG values of integrity, excellence, courage, together, and for better.Good people leadership, team building, and coaching skills are required.Strong internal and external relationship management is also essential.Highly organised self-starter able to work to deadlines and manage multiple priorities with attention to detail and a completer finisher.Proven track record in your field with strong commercial acumen.Demonstrating resilience and adaptability to remain client-focused and meet the needs of the team.Effectiveness in tackling complex assignments, balancing competing priorities, and managing multiple stakeholders.Comfortable leading or playing a key role in business development initiatives, including bid, proposal, and contract/commercial negotiation.
KPMG 'Our Deal'

We offer flexible working arrangements, including part-time roles, annualised hours, early or late starts, and shorter working days, to achieve a balanced lifestyle. We are happy to discuss your requirements and our range of flexible working arrangements in more detail.

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