Manager - Customer Centric Transformation

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.

We are seeking a highly experienced and strategic Manager to join our growing Customer team within the Retail & Consumer sector. You will play a leadership role in delivering impactful experience design projects for our clients, leveraging your deep expertise in customer journey mapping, user research, and digital transformation. You will also be responsible for managing a team of consultants and contributing to the growth of KPMG's experience design practice. This Manager will play a crucial role in helping KPMG deliver impactful experience design solutions that drive customer satisfaction and business growth for clients in the retail and consumer sector.

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 growing our revenue stream and Practice now and for the long term. 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.

Key Responsibilities:

• Play a key role in bidding, winning and delivering customer-centric transformation engagements of significant size and scope.
• Lead and manage complex experience design projects:

• Conduct user research and customer journey mapping to understand client needs and pain points.
• Develop and implement experience design strategies that enhance customer engagement, satisfaction, and loyalty.
• Design and prototype innovative customer experiences across digital and physical touchpoints.
• Collaborate with cross-functional teams (technology, marketing, operations) to ensure seamless implementation of experience design solutions.
• Manage project budgets, timelines, and resources effectively.
• Mentor and guide junior consultants, fostering their professional development.
• Support 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.

• Stay abreast of industry trends and best practices in experience design, particularly within the retail and consumer sector.
• Share knowledge and expertise with colleagues and contribute to the development of KPMG's intellectual property.
• Identify new business opportunities and contribute to the growth of the experience design practice.
• Help clients focus on generating value through their front-office investments, with a clear performance focus and value creation.
• Develop business cases and benefits tracking as part of client engagements.
• Work with our technology teams to prototype, test, integrate key technology solutions.
• Support the Customer leadership team and Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients.

The Person:

Skills and Experience:

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

• From a consulting, design, technology services or industry-based background with experience of designing, building and delivering solutions.
• Exposure to customer-centric front-office transformation programmes (marketing, experience, sales or service).
• Strong problem-solving mindset, comfortable working in ambiguous situations.
• Experience leading workstreams and associated deliverables for internal or external clients.
• Understanding of agile delivery.
• Financial Acumen: Understanding of financial concepts and metrics, including project budgeting and forecasting, return on investment (ROI) analysis, cost-benefit analysis.
• Experience working with corporate organisations in Retail and CPG.
• Technical expertise: Deep understanding of experience design principles, methodologies, and tools.
• Experience in identifying and developing new business opportunities.
• Client management skills: Ability to build strong relationships, manage expectations, and communicate effectively.
• Industry knowledge: Strong understanding of the retail and consumer industry landscape and its specific challenges and opportunities.
• Continuous learning: Commitment to staying up-to-date with the latest trends and best practices in experience design.