KPMG UK
Manager: Customer Insight Transformation
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Manager: Customer Insight Transformation
About the Role
Location: Any UK, within occasional commuting distance from London, Leeds or Manchester
Why Join KPMG as a Manager, Customer Insight Transformation?
This role is based in the Insight team, within the Customer & Operations practice at KPMG. The team focuses on capturing, organising, and analysing customer data signals to:
- Help clients drive growth through a deeper understanding of their customers.
- Improve their reputation and efficiency through data-driven decisions.
The team operates through two key propositions:
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Voice of Customer (VoC): Continuous programmes to capture, analyse, and act on customer feedback, driving enterprise-wide decision-making. Responsibilities include designing, implementing, and delivering these programmes.
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Insight Transformation: Helping clients leverage AI to transform operations and activate insights for improved performance and efficiency.
Key Responsibilities
As a Manager in the Insight team, your role will include:
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Translating the Insight Transformation proposition into structured, repeatable programmes and delivery playbooks deployable across multiple clients.
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Supporting business development by:
- Contributing to proposals.
- Designing solutions.
- Scoping and costing Insight Transformation engagements.
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Designing future-state insight operating models, including:
- Processes and governance.
- Roles and responsibilities.
- Data/technology enablers.
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Collaborating with clients to:
- Build transformation roadmaps.
- Align people, processes, data, technology, and change activities into a coherent delivery plan.
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Conducting insight function diagnostics through:
- Interviews.
- Documentation reviews.
- Maturity assessments. Synthesising findings into prioritised recommendations.
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Developing and continuously refining:
- Internal methods.
- Templates.
- Reusable assets to enable scalability of the Future of Insight proposition.
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Leading onshore and offshore teams to deliver high-quality client engagements.
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Owning financial management of engagements, ensuring Delivery within budget.
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Acting as a role model to:
- Upskill junior team members.
- Train non-insight-trained colleagues.
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Developing client relationships to:
- Strengthen KPMG’s reputation as a trusted advisor.
- Identify further opportunities in the Customer & Operations team.
Requirements
Professional Experience & Skills
Required background:
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Strategy/transformation consulting experience, with expertise in organisational design.
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Proven skills in research and analytics, including:
- Survey design.
- Sampling methodologies.
- Data analysis.
- Project management.
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Expertise in leading complex programmes, managing multiple workstreams, and maintaining high-quality outputs within time and budget constraints.
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Ability to:
- Derive insights from data.
- Communicate findings clearly through:
- Compelling storytelling.
- Effective visualisation techniques.
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Familiarity with Voice of Customer (VoC) tools such as:
- Medallia.
- Qualtrics.
- Power BI, including lifecycle management.
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Solutions-focused mindset with strong:
- Presentation skills.
- Stakeholder engagement capabilities.
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Ability to provide thought leadership and guide clients on strategic direction.
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Understanding of AI applications in:
- Insight generation.
- Optimising Voice of Customer (VoC) programmes.
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Experience in:
- Business development.
- Proposal design.
- Costing engagements.
Experience Requirements
- Minimum 5+ years' experience in:
- Insight.
- Data.
- Research or analytics. In agency, industry, or consulting roles.
Personal Attributes
Essential traits include:
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Passion for insight and data-driven decision-making.
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AI-first mindset, with a drive to embed AI across operations and improve efficiency.
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Strong ability to:
- Build and maintain relationships with clients and colleagues.
- Act as a catalyst for team development and culture growth.
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Prolific quick learner with an adaptable and continuous improvement ethos.
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Highly organised, proactive, and capacity to manage competing priorities.
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Problem-solver with a collaborative and team-oriented approach.
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Interest in enhancing team development, culture, and capabilities at KPMG.
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