Associate Director - Strategy & Performance Transformation - Customer Strategy & Transformation

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Job description

Associate Director

Strategy and Performance Transformation

Customer Strategy and Transformation

London

The Opportunity

KPMG Customer Strategy and Transformation is a centre of expertise within our Strategy and Performance Transformation practice. We are looking for exceptional candidates for a Senior Manager role, with a Financial Services focus (ideally Banking and/ or Insurance) and experience of at least one of our core propositions: Customer strategy and product innovation; Channel transformation, and the adoption of modern CRM and AI technologies; and Servicing innovation and reengineering of customer journeys across banking, affluent, health or general insurance, and/ or life insurance.

The Strategy and Performance Transformation practice is part of KPMG's rapidly expanding Strategy Group, which delivers value for clients by challenging conventional thinking, bringing deep industry and functional insights and executing with investor-grade rigour. We are a diverse team of over 180 practitioners, working collaboratively with and orchestrating KPMG's broad set of capabilities within our Deal Advisory business.

Our team works closely with client executives who own products; distribution channels; servicing centres; strategy and innovation teams; customer insight teams. We are accelerating our mission to create value, by turning ambitions into reality, through executing sustainable, fair and profitable customer strategies, at pace.

Responsibilities

To be an effective Senior Manager within our Customer Strategy and Transformation centre of excellence, applicants will be expected to:

• 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

• Experience of working in start-ups, product development / agencies or management consulting
• 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 or SME banking, affluent, health insurance, general insurance, or 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
• Has experience of weaving a solution based on AI and emerging technologies from ideation to delivery

Expertise/Technical role requirements (one or multiple)

• Experience in product design and innovation, and 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 SME's 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