Job Description

Our Customer and Operations Advisory team continues to grow, assisting leading organisations across public and private sectors driving sustainable improvements across their business. We craft strategies that boost efficiency and foster growth, from customer experience and growth strategy to operational excellence.

Working with KPMG you will consult on client projects, translating business and customer needs into customer interaction strategies, customer experience design, and target operating models underpinning customer experience. You will identify changes and recommend solutions that will typically involve a combination of customer centricity, process and value stream analysis, continuous improvement, and digital transformation outcomes leading to improved customer experience and business outcomes.

Join our team of highly talented and experienced professionals, with access to powerful KPMG methodologies and global resources.

Your Opportunity

As a Senior Consultant in our Customer and Operations team, you’ll be looking to build on your management consulting experience and to gain exposure to new and more complex challenges. Your role will see you take ownership of your own workstreams within projects. You’ll apply your strategic problem solving, data analysis, report writing and project management skills to help solve complex client problems. You’ll hone your client relationship skills, harnessing your truly customer centric approach and passion for achieving great results for your client.

Key responsibilities will include:

• Delivery of large-scale transformation programs integrating business and technology to deliver customer experience improvement in complex organisations
• Delivery of Voice of Customer programs, customer experience design and orchestration, experience strategy, and service blueprint design for organisations across public and private sectors
• Coaching others in projects, and mentoring staff as they grow their capabilities, careers and client service impact
• Applying technical knowledge into solving problems that are customer and productivity focused
• Showing initiative and capability to work closely with clients with limited requirement for direction on delivery/technical matters on complex projects
• Collaborating with the national team across multiple different offices

How are you extraordinary?

You are able to digest, distil, and communicate complex concepts in both written and verbal forms.

You are analytically minded and enjoy applying structured thinking and analysis techniques to complex problems.

You resonate with our values and are excited to contribute to our culture of integrity, excellence, and collaboration.

Your Experience

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients, and communities. To be considered for this opportunity, your qualifications, skills, and experience should include:

• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
• Experience or exposure to the practical application of customer experience design and continuous improvement methodologies such as Human Centred Design, Customer journey mapping, Agile methodology, Net Promoter Score framework, Behavioural Economics, Service Design, Systems thinking, Value Stream Mapping
• Proven ability to translate business and customer needs into best practice process and customer service design requirements, with experience in implementing the designs
• Experience in design or deployment of digitisation / automation to support improvements service, efficiency or effectiveness is desirable
• An understanding of the concepts of customer journeys and personas and how they play into creating innovative, market leading experiences
• Experience in the use of design thinking as well as structured thinking to develop creative ideas for implementation
• An understanding of CRM tools, customer analytics and/or other data management to drive insights for customer management strategies and improvement initiatives
• Experience undertaking business requirement analysis

• Understanding or exposure to service design and customer-facing innovations such as omnichannel strategies and personalisation of experience, usage of AI to enhance customer experience and improve customer retention or loyalty

Qualifications

A supporting tertiary qualification is highly advantageous

Additional Information

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.