• Flexible
  • Part Time
  • Anywhere

Job description

At KPMG, our values define who we are and the way we do business. As a leading professional services firm, we know that our strength and capability come from our people – their different perspectives, experiences and backgrounds. From our inclusive leadership strategy to our diversity and inclusion targets – we’re making bold changes to who we are and what we do. Be part of it.

The Team

The Customer advisory team in KPMG is at the heart of delivering innovative and large-scale customer-centric digital transformation programmes across all market and industry segments to help our clients reinvent their businesses for the digital age.

The primary objective of this role is to manage the sale, delivery and fulfilment of our Customer client projects in the Infrastructure, Government and Health (IGH) sector – as a Director – leading large and often multi-disciplinary teams.

We are looking for a blend of deep experience in customer/citizen and digital transformation to help us deliver new world-class digital capabilities to some of the UK’s public sector departments and public owned companies.

Our programmes run deep inside businesses. We enable the development of innovative new products and services and help our clients transform into omni-channel, customer-centric, cost-efficient businesses. Successful candidates will work collaboratively with teams and co-design solutions from across broader KPMG teams and skills. Leading and supporting bids also forms part of this role.

The Customer & Digital Transformation Director will:

  • Be part of the cross-function leadership community of Directors and Partners within IGH
  • Lead the promotion of the Connected Enterprise proposition for digital transformation in Government, Local Government, Healthcare,Travel & Transport and Infrastructure
  • Work closely with Partners and Directors across Consulting to: drive business growth; deliver outstanding client work
  • Lead the senior level conversations on the Customer agenda with our clients
  • Involve our Technology practice to implement new Customer systems such as Voice of Customer platforms, Customer Relationship Management (CRM) or other front office contact technologies.
  • Drive the focus on transformation programmes in the consumer-facing sectors, whether led by policy, technology, cost or customer concerns.
  • Lead business development and sales initiatives including bid, proposal and contract / commercial negotiations with our clients
  • Take a significant role in the growth of the team and wider practice, sharing knowledge and supporting the development of team members
  • The Role

    As an integral part of the broader Customer Advisory team in the UK, this role sits within the IGH sector where the successful candidate is expected to deliver the following:

  • Engagement delivery: responsibility for leading Customer transformation programmes and projects of consumer-facing travel companies or government departments of large size and complexity, with experience in planning, managing and executing the delivery of engagements, including overseeing the delivery of new digital solutions and platforms and the review and quality assurance of work projects
  • People development: leading large, often multi-disciplinary teams, identifying team member development needs and accelerating development with particular emphasis on managing and mentoring engagement team members, coaching and skills transfer.
  • Practice development: leading the development of new processes and skill development in Customer and digital consulting that are key to scaling the business
  • Business development: leading the development of and sustaining relationships both internally and with client management; including leading Customer business development activity (including developing, contributing to and presenting proposals/ bids for future work), working alongside colleagues with Operational transformation skills.
  • Risk management: identifying and managing risks, engagement assurance and commercial risk management and ensuring the Firm’s frameworks are implemented appropriately and effectively
  • The base location is flexible and can be any of KPMG’s UK offices. Travel is however an essential part of the role due to the nature of the projects. KPMG is currently hybrid working and matching our clients requirements for off-site and on-site working.

    The Person

    Successful candidates should have excellent understanding of selling and delivering professional services with a background in leading transformation consulting such in organisations as a System Integrators, Big 4/strategy houses, progressive digital agencies, technology innovators or top end boutique providers. The successful candidate will have a range of industry experience and ideally directly relevant experience in sectors within IGH.

    The candidate must be operating at a senior level and demonstrate the following skills:

  • Be credible and confident building new relationships at leadership level
  • Be comfortable talking with COO’s, CMOs and Chief Customer Officer’s and senior responsible people on topic of digital, change, transformation and customer service.
  • Demonstrate a proven track record on leading large and multi-disciplinary teams
  • Coach and develop team members to ensure excellent client delivery whilst also enabling their career development
  • Be able to demonstrate thought leadership, delivering strong viewpoints in the market to both create new thinking and drive new business opportunities
  • Have a sales focus, be experienced with and comfortable to have a target of selling c£ of revenue per year as a Director
  • Demonstrate deep capability in one or more of the follow areas: Digital Transformation; Customer Experience and Journey, Digital Technologies, Contact Centre Transformation, Case or Customer Relationship Management (CRM)
  • Have strong interest in the positioning and use of Customer Engagement technologies such as Salesforce and Microsoft Dynamics
  • Experience of integrated transformation design and delivery
  • Multi-channel customer experience journey mapping and service design
  • Agile experience and cross functional ways of working
  • Deep knowledge of customer-facing customer service process transformation
  • Digital innovation at a high level ( new innovative products and services)
  • Target Operating Model design and execution
  • Digital channel design and migration
  • Process re-engineering, preferably Lean/Six Sigma experience
  • In addition to this, the successful candidate must also demonstrate the following attributes:

  • Ability to adapt and flex across multi-disciplinary programmes and work collaboratively with colleagues from different disciplines to focus on our client outcomes
  • Proven change leadership/management experience
  • Strong emphasis on execution rather than concept
  • KPMG ‘Our Deal’

    We recognise that as individuals, we each have particular needs and that one size doesn’t fit all, when it comes to how, when and where you work. That’s why we’re proud to offer our colleagues agile working options. We believe in putting you at the centre of your career – KPMG will offer the training, development and stimulating work environment to help you get to where your career ambitions are. That’s why we introduced ‘Our Deal’ – it’s our way of saying ‘thank you’ for bringing your best to work. As part of ‘Our Deal’, you’ll benefit from a range of rewards from secondment opportunities and preferential banking services to a day off on your birthday and have open, honest conversations about your career development.
    While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a balanced lifestyle. We offer part time roles with flexible working arrangements which could include, annualised hours, early or late starts to fit around other commitments, shorter working days etc. We are happy to discuss your own requirements and our range of flexible working arrangements in more detail, should that be of interest and, as part of the recruitment process, we can put you in touch with people who work flexibly.

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