Overview

Associate Director - Strategy & Performance Transformation - Customer Strategy & Transformation at KPMG UK. The opportunity: KPMG’s Customer Transformation team within the Strategy & Performance Transformation practice is looking for exceptional candidates for a client-facing Associate Director role, with a Financial Services focus (ideally Banking or Insurance) and experience of customer transformation programmes.

Location and Details

Location: London

Capability: Advisory

Experience Level: Senior Manager

Type: Full Time

Service Line: The Strategy Group

Contract type: Permanent

Responsibilities

• Build strong, trusted advisor relationships with client counterparts. Establish role as day to day / key client contact on engagements
• Take day-to-day responsibility for large projects and engagements
• Contribute significantly to business development and continuation of our services, and in supporting the business development with new client opportunities
• Own the development of our go-to-market capabilities and alliance relationships
• Manage and develop people effectively within our practice and business
• Project work will involve working with the client to undertake a range of activities ranging from: proposition and product exploration; channel strategy and front-office operating model redesign; AI servicing transformation design, MVP and execution; customer treatment design and execution; front office and customer data migration (post integration); customer transformation roadmap development; customer innovation centre of excellence standup.
• Co-ordinate the preparation of deliverables that span multiple workstreams.
• Develop the answers and challenges to the likely questions and responses of the client
• Contribute to thought leadership and knowledge management activities
• Ensure that customer strategy and transformation projects or their work-streams within a large wider engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks. Designing future front-office operating models
• Developing projects’ Business case and benefits tracking
• Lead the origination of client’s solutions to their challenges in sales and/or service functions
• Play a key role in bidding, winning and delivering of customer transformation engagements of significant size and scope
• Help clients focus on generating value through their customer initiatives, with a clear performance focus, and make sure initiatives are designed to drive real value rapidly
• Support the Customer Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients
• Build and maintain a strong Strategy Group and internal KPMG network
• Handle ambiguity and changing client demands effectively
• Ensure the firm's risk management frameworks are adhered to
• Provide timely feedback and coaching to other team members
• Identify, design and lead critical practice development initiatives, coordinating other members of the team

Your Experience

Successful applicants will demonstrate the following:

Essential

• Significant experience within consulting , transformation or product management background with proven track record in delivering multi-phased large scale client engagements, contributing to business development, developing new propositions and managing teams.
• Have experience of a variety customer centric Transformation or Strategic propositions. You will have been responsible for leading an end-to-end project and delivery team, with associated deliverables, and should be able to demonstrate this
• Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
• Applied understanding of customer strategy and transformation in one or multiple segments across: retail and commercial banking, health insurance, general insurance, and life insurance
• Desirable Have a demonstrable knowledge of innovation methodologies including the use of design methods, including human centred design, and using modern design applications
• Expertise in proposition design , customer or channel strategy development and delivery – from concept to launch.
• Has experience of weaving a solution based on AI and emerging technologies from ideation to delivery

Expertise/Technical role requirements

• Experience in digital transformation
• Technical experience in customer experience and customer treatment design and delivery
• Strong understanding of CRM and AI technologies and driving business change and adoption in the use of these in the front office
• Strong understanding of the application of agile methodology in both product development and organisational structure redesign
• Experience of leading and delivering ‘connected consulting’ programmes – overseeing teams outside of Customer and Digital to deliver a wider transformation programme

Skills

• Strong project management skills including experience in large cross functional and/or cross geographical programmes
• Run compelling workshops, to extract and challenge information from client SMEs and successfully guides participants through unknown territories
• Solid knowledge of the design thinking ethos of human centre design and ability to adopt it to solve client issues.
• Creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguous situations
• Strong people management skills
• Strong attention to detail
• Excellent facilitation and 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
• Ability to grow and develop people working for them

Seniority level

• Director

Employment type

• Full-time

Job function

• Research, Analyst, and Information Technology
• Industries

Industries

• Business Consulting and Services