Senior Manager - Customer Insight Transformation

Location: Birmingham, Bristol, Edinburgh, Glasgow, Leeds, London, Manchester

Experience Level: Senior Manager

Type: Full Time

Business Area: Operational Transformation

Contract type: Permanent

Summary of Role Purpose

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, in order 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.

Description of the role

This Senior Manager role is critical to both our propositions:

• Scaling KPMG's Customer Insight Transformation proposition by providing market facing authority to open senior conversations with CMOs / Chief Customer Officers
• On VoC, leading the design thinking, set up and implementation and running a managed service, ensuring the highest level of client satisfaction in order to secure retention and growth

Key Qualifications

• Market facing authority to open senior conversations with CMOs / Chief Customer Officers
• Ability to translate current Customer Insight client delivery into repeatable transformation narratives
• Ability to diagnose client insight maturity
• Ability to lead transformation workshops
• Ability to co develop compelling 'Future of Insight' go to market material that amplifies presence and expertise in key sectors
• Credibility typically associated with Heads of Insight
• Ability to own a small portfolio of target accounts
• Ability to support partners in live market opportunities to drive pipeline creation and accelerate adoption of the proposition

Key Responsibilities

• Co develop go to market material for our two key propositions, with reference to the team's most recent engagements
• Support our leadership team in market conversations
• Diagnose client insight maturity and operating models
• Own a small portfolio of target accounts
• On live engagements, lead a team of multidisciplinary professionals to deliver high quality insight, data & analytics solutions, including commercially relevant recommendations
• Run and develop emerging and established accounts, building senior client relationships and driving deeper integration with our clients' businesses
• Be at the forefront on new technology and innovation within Insight sector, with particular focus on AI - becoming a champion of AI across the team
• Manage project teams, getting the best out of junior colleagues, supporting their development and optimising resourcing across accounts
• Support in running the Insight business as part of a wider customer practice, operational rigour in financial management to ensure strong profitability and accurate budgeting and forecasting

Skills and experience

• Experience in an insight, data, analytics and/or transformation role
• Familiarity with transforming insight functions
• A strong commercial mindset, continually seeking opportunities for new and existing account growth and cross sell opportunities
• Sales minded and opportunity led: confident leading business development conversations, shaping propositions, and converting senior client conversations into qualified opportunities and pipeline
• AI first mindset - interest in promoting and coaching colleagues in AI to drive efficiency and improve outputs
• Thorough understanding of the VoC, customer data & insight technology landscape
• Ability to engage and manage senior level stakeholders
• Strong storyteller and workshop facilitator
• Ability to lead teams to identify and deliver high quality insight and data solutions for clients.