Corporates Consulting - Customer Experience Design Manager
The Team Our clients are facing a future of massive disruption driven by regulatory change, customer expectations, new competition and technology innovation. KPMG is expanding its Corporates (telecoms, media, technology, defence and energy) Management Consulting team to help these companies to successfully navigate this disruption and take advantage of new opportunities. There are four core areas within in the Customer team: Strategy, Experience Design, Transformation and Digital. This role is within our Experience Design practice. The Role The role as Manager within the Experience Design part of the Customer and Digital function is a fantastic opportunity to be part of a creative, energetic and rapidly growing team within KPMG. Typically the role will involve managing a workstream or project at a client focussed on improving their employee or customer experience with one to three junior team members. It's a client facing role which will generally involve working with clients in their offices from Monday to Thursday each week. Projects also regularly involve working within a wider a multidisciplinary team with technical, business, data science, business management, finance or IT skills as well. Alongside the project work there will be opportunities to develop the Customer practice, contribute to sales and take advantage of the extensive training and opportunities working at KPMG brings. Moreover, working in the team will also give you access to the latest insight from our KPMG Nunwood Customer Experience Excellence Centre . Role Description The Manager's key responsibilities will include: Managing Experience Design projects to understand, design and transform both customer and employee experiences. This will include Working with clients to develop their customer/employee experience vision and design principles Capturing and distilling customer/employee insight Creating personas Building as-is journey maps Generating, prioritising and developing opportunities Designing future experiences Prototyping, testing and iterating parts of the journey Assessing the capabilities required to deliver the future journey Building a roadmap to articulate how the future journey will be implemented Working with colleagues from other teams to deliver projects using the Design method Ensuring that customer projects or their work-streams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks. Developing relationships with clients, the wider Customer team (which includes strategy, transformation and digital) and across the wider KPMG network Contributing to the running of the UK Design Centre of Excellence and development of the Design practice (this may include internal training, team communications, method development etc) Performance Managing and developing junior team members Supporting sales through business development, managing proposals and extending existing projects for Design Keeping up to date with latest trends in Customer Experience The Person We are looking for someone with a strong work ethic to join a dynamic and fast growing part of our business, and who will play a key role in delivering Experience Design projects in the UK. Comes from a design, internal customer experience or management consulting background. Has a good understanding of Experience Design Has experience of managing projects that have resulted in capturing the understanding of the journey today and redesigning what it will look like in the future Comes with experience of working within at least one of the following industries - oil & gas, utilities, retail, telco, FMCG, defence and transport & infrastructure. Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders. Essential Skills and Experience More specifically the successful candidate must be able to demonstrate the following key skills: Solid knowledge of the design thinking ethos of human centre design and ability to adopt it to solve client issues. Understanding of the latest trends in customer experience and what makes a great customer experience Ability to shape and lead the facilitation of design workshops and training for clients and colleagues Ability to capture and distil customer insight Creative problem solving ability, inquisitive mind-set, comfortable with working in ambiguous situations. Strong project management skills. Strong attention to detail. Excellent presentation skills. Good commercial awareness. Ability to rapidly identify issues and propose solutions. Ability to work independently with limited oversight. Ability to deliver high quality assignments under time pressure. Strong people management skills. Ability to grow and develop people working for them.