Senior Manager - Customer Insight Transformation

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

The successful candidate will have:

• 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
• Run insight transformation workshops
• 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

The Person:

Skills and experience:

The ideal candidate is likely to have a blend of the following 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.

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