Associate Director - Strategy & Performance Transformation - Customer Strategy & Transformation

KPMG United Kingdom; City Of London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading consulting firm is seeking an Associate Director in London, focusing on customer transformation within Financial Services. The role involves managing large-scale projects, developing client relationships, and leading teams. Ideal candidates will have significant consulting experience, strong project management skills, and a track record in customer-centric transformations.

Qualifications

• Significant experience within consulting, transformation or product management.
• Experience of a variety of customer-centric Transformation or Strategic propositions.
• Demonstrates effectiveness in tackling complex assignments.
• Applied understanding of customer strategy and transformation.

Responsibilities

• Build strong, trusted advisor relationships with client counterparts.
• Take day-to-day responsibility for large projects and engagements.
• Contribute significantly to business development.
• Manage and develop people effectively within our practice and business.

Skills

Strong project management skills

Creative problem-solving ability

Excellent facilitation and presentation skills

Strong people management skills

Job description

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Job description

Associate Director

Strategy and Performance Transformation

Customer Strategy and Transformation

London

The Opportunity

KPMG's Customer Transformation team within the Strategy & Performance Transformation practice is looking for exceptional candidates for a client-facing Associate Director role, with a Financial Services focus (ideally Banking or Insurance) and experience of customer transformation programmes.

Your Experience

Successful applicants will demonstrate the following:

Responsibilities

• Build strong, trusted advisor relationships with client counterparts. Establish role as day to day / key client contact on engagements
• Take day-to-day responsibility for large projects and engagements
• Contribute significantly to business development and continuation of our services, and in supporting the business development with new client opportunities
• Own the development of our go-to-market capabilities and alliance relationships
• Manage and develop people effectively within our practice and business
• Project work will involve working with the client to undertake a range of activities ranging from proposition and product exploration; channel strategy and front-office operating model redesign; AI servicing transformation design, MVP and execution; customer treatment design and execution; front office and customer data migration (post integration); customer transformation roadmap development; customer innovation centre of excellence standup.
• Coordinate the preparation of deliverables that span multiple workstreams.
• Develop the answers and challenges to the likely questions and responses of the client
• Contribute to thought leadership and knowledge management activities
• Ensure that customer strategy and transformation projects or their work-streams within a large wider engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks. Design future front-office operating models
• Developing projects' business case and benefits tracking
• Lead the origination of client solutions to their challenges in sales and/or service functions
• Play a key role in bidding, winning and delivering of customer transformation engagements of significant size and scope
• Help clients focus on generating value through their customer initiatives, with a clear performance focus, and ensure initiatives are designed to drive real value rapidly
• Support the Customer Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focused on target clients
• Build and maintain a strong Strategy Group and internal KPMG network
• Handle ambiguity and changing client demands effectively
• Ensure the firm's risk management frameworks are adhered to
• Provide timely feedback and coaching to other team members
• Identify, design and lead critical practice development initiatives, coordinating other members of the team

Your Experience

Essential

• Significant experience within consulting, transformation or product management with proven track record in delivering multi-phased large scale client engagements, contributing to business development, developing new propositions and managing teams.
• Experience of a variety of customer-centric Transformation or Strategic propositions. You will have led an end-to-end project and delivery team, with associated deliverables.
• Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
• Applied understanding of customer strategy and transformation in one or multiple segments across: retail and commercial banking, health insurance, general insurance, and life insurance

Desirable

• Knowledge of innovation methodologies including human-centered design, and using modern design applications
• Expertise in proposition design, customer or channel strategy development and delivery from concept to launch
• Experience weaving a solution based on AI and emerging technologies from ideation to delivery

Expertise/Technical role requirements (one or multiple)

• Experience in digital transformation
• Technical experience in customer experience and customer treatment design and delivery
• Strong understanding of CRM and AI technologies and driving business change and adoption in the front office
• Strong understanding of the application of agile methodology in both product development and organisational structure redesign
• Experience of leading and delivering "connected consulting" programmes - overseeing teams outside of Customer and Digital to deliver a wider transformation programme

Skills

• Strong project management skills including experience in large cross-functional and/or cross-geographical programmes
• Run compelling workshops to extract and challenge information from client SMEs and guide participants through unknown territories
• Solid knowledge of design thinking and human-centered design; ability to apply to client issues
• Creative problem-solving ability, inquisitive mindset, comfortable with ambiguity
• Strong people management skills
• Strong attention to detail
• Excellent facilitation and presentation skills
• Good commercial awareness
• Ability to rapidly identify issues and propose solutions
• Ability to work independently with limited oversight
• Ability to deliver high-quality assignments under time pressure
• Ability to grow and develop people working for them

Expiry status: this description does not indicate that the role is closed.