Customer Manager - Infrastructure, Government & Health - UK Wide
Bristol, GB
1d ago

Brief role description and outline of responsibilities :

  • As a Manager within Customer, the candidate will be responsible for leading workstreams within customer and digital transformation projects across the Infrastructure, Government and Healthcare sectors
  • The Manager will also provide active contribution and participation within the Infrastructure, Government & Healthcare business to ensure development of key propositions supporting a collaborative culture
  • A strong understanding of wider capabilities that are intrinsically linked to the customer agenda is required and therefore, the role requires an appreciation and understanding of wider capabilities across Strategy, Insight and Technology deployment
  • Passion for digital technologies and ways of working. Candidate should be well versed in latest digital trends and how they can be translated into tangible benefit for clients business problems.
  • Furthermore the candidate will be required to develop client relationships to enhance the reputation of KPMG as an advisor of choice and identify further client opportunities in Customer, aligning to Technology Enablement, People Advisory Services and Digital.
  • Skills and Experience required to successfully deliver the opportunity :

  • Understanding of CRM solutions and how key features support digitally enabled customer and employee healthcare experiences
  • Understanding of key stand alone technologies across the digital stack such as advanced analytics, automation and dynamic workflow
  • Understanding and experience of customer and patient strategy the who, why, what and how
  • The application of customer and digital maturity assessments and how to build on the outputs into strategy, experience design or technical deployment plans
  • Comfortable leading a small team to design a user centric and digital enabled business. Leading design sprints for clients utilising design thinking techniques such as persona development, customer journey mapping and prototyping to identify customer and digital improvement areas
  • Experience of taking digital recommendations and turning into a detailed implementation plan and roadmap
  • Desirable experience of turning a plan into reality by delivering technical implementations through Agile methods
  • General management consulting skills, including project / programme management, strategy development, business analysis, technical delivery and problem solving
  • Knowledge :

  • Experience of supporting projects relating to digital, customer experience or CRM enabled transformation
  • Knowledge of front office user interface design and testing
  • Management experience within a big4 or digital system integrator firm is preferred
  • Good knowledge of core elements of customer-centricity and customer culture
  • Sector experience in government and healthcare work
  • Person profile

  • Ability to demonstrate examples against each of the KPMG values integrity, excellence, courage, together, for better
  • Good people leadership, team building and coaching skills
  • Strong internal and external relationship management
  • Highly organised self-starter able to work to deadlines and manage multiple priorities with attention to detail / completer finisher
  • Proven track record in your field
  • Demonstrating resilience and adaptability in order to remain client focused and meet the needs of the team
  • Effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
  • Comfortable supporting business development initiatives including bid, proposal and contract / commercial negotiation
  • This role can be based in any of KPMG’s main regional offices

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