KPMG UK
Manager: Customer Insight Transformation
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Role: Manager: Customer Insight Transformation
Location: Any UK, within occasional commuting distance from London, Leeds or Manchester
Why Join KPMG as a Manager: Customer Insight Transformation? This role sits in the Insight team, within the Customer & Ops practice at KPMG. The team is responsible for capturing, organising and analysing customer data signals to help our clients drive growth through a better understanding of their customers, to drive impact and improve the reputation and efficiency of the Insight function within a business. The Insight team does this through 2 propositions: - Voice of Customer (VoC): Programmes that continuously capture, analyse and act on customer feedback to drive enterprise decision=making. Our role is to design, implement and deliver these programmes-Insight Transformation: Helping clients leverage AI to transform how they operate and activate insight to improve performance and effectiveness.
What will you be doing? As a Manager within the Customer team, and specifically the Insight team, the candidate will be responsible for-Helping to translate the Insight Transformation proposition into structured, repeatable programmes and delivery playbooks that can be deployed consistently across clients Supporting business development by contributing to proposals, solution design, scoping and costing for Insight Transformation engagements Designing futurestate insight operating models (processes, governance, roles, data/tech enablers) for client insight functions. Working with clients to help build transformation roadmaps that sequence people, process, data, technology and change activities into a coherent delivery plan Planning and running insightfunction diagnostics (interviews, documentation review, maturity assessments) and synthesising findings into prioritised recommendations. Developing and continuously improving internal methods, templates and reusable assets so the Future of Insight proposition can be delivered at scale. Leading onshore and offshore teams to deliver high quality client engagements. Owning responsibility for the financial management of client engagements Acting as a role model to upskill junior and non-insight trained team members Developing client relationships to enhance the reputation of KPMG as an advisor of choice and identify further client opportunities in the Customer & Operations team. What will you need to do it? Background in strategy/transformation consulting, including organisational design Strong research and analytics capability (survey design, sampling, methodology, data analysis, project management Proven project management skills, handling multiple workstreams within complex programmes. Experience leading and motivating teams to deliver highquality outputs on time and within budget. Ability to derive insights from data and communicate them clearly through compelling storytelling and visualisation. Familiarity with VOC tools (e.g. Medallia, Qualtrics, Power BI) and their ongoing management Solutions-focused mindset with strong presentation and stakeholder engagement skills. Confident in providing thought leadership and advising clients on strategic direction. Understanding of AI applications in insight generation and VOC optimisation. Experience in business development, including proposal design and costing
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Passion for insight and data-driven decision-makingAI first mindset, with interest in promoting and embedding AI across teams
Strong relationship-building skills across clients and colleagues Quick learner, adaptable, and continuously improving ways of working Highly organised, proactive, and able to manage competing priorities Problem-solver with a team-focused approach Interested in contributing to team development, culture, and capability growth
Skills required- 5+ years’ experience in an insight, data, research or analytics field, in an agency, industry or consulting organisation.
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