Manager: Customer Insight Transformation

Role: Manager: Customer Insight Transformation 

Location: Any UK, within occasional commuting distance from London, Leeds or Manchester

Why Join KPMG as a Manager-Insight Transformation, Research & Analytics?

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

Personal Attributes

Passion for insight and data-driven decision-making AI 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.