The team is responsible for capturing, organising and analysing customer data signals to help our clients drive growth through a better understanding of their customers, to drive impact and improve the reputation and efficiency of the Insight function within a business. The Insight team does this through 2 propositions:
- Voice of Customer (VoC): Programmes that continuously capture, analyse and act on customer feedback to drive enterprise decision-making. Our role is to design, implement and deliver these programmes.
- Insight Transformation: Helping clients leverage AI to transform how they operate and activate insight to improve performance and effectiveness.
What will you be doing? As a Manager within the Customer team, specifically the Insight team, the candidate will be responsible for:
- Helping to translate the Insight Transformation proposition into structured, repeatable programmes and delivery playbooks that can be deployed consistently across clients.
- Supporting business development by contributing to proposals, solution design, scoping and costing for Insight Transformation engagements.
- Designing future‑state insight operating models (processes, governance, roles, data/tech enablers) for client insight functions.
- Working with clients to help build transformation roadmaps that sequence people, process, data, technology and change activities into a coherent delivery plan.
- Planning and running insight‑function diagnostics (interviews, documentation review, maturity assessments) and synthesising findings into prioritised recommendations.
- Developing and continuously improving internal methods, templates and reusable assets so the Future of Insight proposition can be delivered at scale.
- Leading onshore and offshore teams to deliver high‑quality client engagements.
- Owning responsibility for the financial management of client engagements.
- Acting as a role model to upskill junior and non‑insight trained team members.
- Developing client relationships to enhance the reputation of KPMG as an advisor of choice and identify further client opportunities in the Customer & Operations team.
Qualifications
- Background in strategy/transformation consulting, including organisational design.
- Strong research and analytics capability (survey design, sampling, methodology, data analysis, project management).
- Proven project management skills, handling multiple workstreams within complex programmes.
- Experience leading and motivating teams to deliver high‑quality outputs on time and within budget.
- Ability to derive insights from data and communicate them clearly through compelling storytelling and visualisation.
- Familiarity with VOC tools (e.g., Medallia, Qualtrics, Power BI) and their ongoing management.
- Solutions‑focused mindset with strong presentation and stakeholder engagement skills.
- Confident in providing thought leadership and advising clients on strategic direction.
- Understanding of AI applications in insight generation and VOC optimisation.
- Experience in business development, including proposal design and costing.
Personal Attributes
Passion for insight and data‑driven decision‑making; AI‑first mindset, with interest in promoting and embedding AI across teams; strong relationship‑building skills across clients and colleagues; quick learner, adaptable, and continuously improving ways of working; highly organised, proactive, and able to manage competing priorities; problem‑solver with a team‑focused approach; interested in contributing to team development, culture, and capability growth. 5+ years’ experience in an insight, data, research or analytics field, in an agency, industry or consulting organisation.
Contact Details:
KPMG International Cooperative Recruitment Team
