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. Our projects focus on crafting the customer experience, designing operating models, optimising costs, and enhancing supply chains. By refining business operations, we enable organisations to serve communities better.

Working with KPMG you will consult on client projects, translating business and customer needs into target operating models, operational requirements and working processes. You will identify changes and recommend solutions that will typically involve a combination of customer centricity, process and value stream analysis, operational management, continuous improvement, organisational change and digital transformation outcomes leading to innovative operations.

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

Your Opportunity

As a Manager in the Customer and Operations team, you will deepen your management consulting expertise and take on more complex transformation challenges. You will lead and own key workstreams within engagements, applying strategic problem solving, data analysis, report writing and project management to deliver high‑quality outcomes. In this role, you will strengthen client relationships and demonstrate a truly customer‑centric approach, using your consulting capability, commercial awareness, and delivery discipline to achieve outstanding results for clients while driving value, clarity and impact across every project.

Key responsibilities will include:

• ​​​​​Deliver large‑scale transformation programs integrating business and technology to drive measurable business value in complex organisations, ensuring high‑quality outcomes within time, scope and budget.

• Coach and mentor project teams, supporting capability growth, development of junior staff, and uplift in client service delivery.

• Apply technical knowledge to solve customer and productivity‑focused problems, contributing to innovative, value‑adding solutions across engagements.

• Demonstrate initiative and operate with limited direction, working closely with clients to manage delivery and technical matters on complex projects.

• Collaborate effectively with the national team across multiple offices, contributing to integrated delivery, knowledge sharing, and strong internal networks.

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:

• Apply structured thinking and analysis to complex problems, delivering high‑quality engagement outcomes on time and within budget.
• Use Human Centered Design, Lean, Six Sigma, TPS, Systems Thinking, TQM or MOS to drive continuous improvement and client value.
• Translate business and customer needs into best practice process and operational design, managing implementation and engagement resources.
• Deploy process automation to enhance efficiency, effectiveness and service.
• Use customer journeys and personas to create innovative, market‑leading experiences.
• Apply design thinking and structured thinking to generate and implement creative solutions.
• Use CRM, customer analytics and data management to drive insights and strengthen client relationships.
• Conduct business requirement analysis to define objectives, assumptions and deliverables.
• Leverage service design and Target Operating Model exposure to support integrated solutions and uplift team capability.

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.