Consulting - Customer Advisory - Manager

Our KPMG Creates, as part of our Customer advisory team helps our clients bring value to their customers and the Australian community. We provide deep subject matter expertise across customer technology platforms, customer strategy, brand design and delivery, sales and marketing transformation, journey design, customer lifecycle management, drive customer engagement, create and build best-in-class digital experiences, leveraging innovation and technology. 

Your Opportunity 

You'll be a key member of our high performing KPMG Customer, KPMG Creates team, this role will see you: 

• Working with clients and the wider KPMG Customer team to define key customer experiences, service blueprints, customer strategy, brand strategy and technology advice to support business objectives and deliver it through market-leading customer experiences.

• Understanding and driving technology change that drives customer awareness, acquisition and retention strategies in particular the role of AI. 

• Leveraging data and customer behavioural insights to drive transformational change, customer frameworks, engagement strategies, personalisation, etc. 

• Strong understanding of brand strategy, architecture and design. 

• Focusing on business development through maintaining strong relationships with clients during and post engagements and building strong professional networks. 

• Analysing, workshopping and presenting insights and recommendations enabled by strategic thinking, technical knowledge and exceptional communication skills. 

• Supporting the growth and development of more junior team members through technical training, skills coaching and mentoring.

How you are Extraordinary? 

• You are at the cutting edge of technology, and love learning how to use new technology to solve problems and enhance your work.
• You have a can-do attitude and are always seeking creative solutions to problems with the help of the right technical tools and a supportive team.
• You love being part of a collaborative and multidisciplinary team and building strong relationships both internally and externally.

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. 

You are likely to have a customer experience or marketing technology transformation background with: 

• Understanding of customer lifecycle mapping and subsequent service blueprint mapping. 

• Understanding of the customer technology landscape and the key technologies required to deliver a personalised, data driven experience for customers. 

• Deep understanding of execution of customer strategy across all channels, driving awareness, acquisition and retention.  

• Strong understanding of the role of brand in delivering acquisition strategies and with CX. 

• Understanding of how Customer Experience transformation strategy maps to specific and aligned change to People, Process, Data and Technology.. 

• Experience in designing customer journeys including personas, segmentation, personalisation and churn. 

• Understand customer research and digital VOC driving insight, to feed CX journey mapping and experience design and data driven outcomes for our clients. 

• Ability to understand complex problems and convert into systematic programs and plans to drive resolution and change. 

• Experience at a management consultancy firm, agency or in a customer team in a similar capacity is highly desirable. 

We are looking for applicants that have Tertiary qualifications in Business, Commerce, Technology, Marketing, Data, or similar. 

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.