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12.08.2025

26.09.2025

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Job description

Job Title/Req Number: Customer Manager / 106456

Base Location: London, Bristol, Leeds, Manchester plus network of 20 offices nationally:

The KPMG IGH Customer function is a cornerstone of our business. Operating from London, Bristol, Leeds and Manchester we do work that matters, serving the country with diligence and expertise.

KPMG is one of the world's largest and most respected consultancies. We've supported the UK through times of war and peace, prosperity and recession, political and regulatory upheaval. We've proudly stood beside the institutions and businesses which make the UK what it is.

By encompassing a wide range of disciplines across a breadth of areas such as Customer Experience and Digital, Strategy, Forensic, Risk and Regulatory, People and Talent, and Operational and Financial Transformation, we become immersed in our clients' organisations, applying sector knowledge and technology solutions to deliver the best possible outcomes and get it right first time.

Why Join KPMG as a Customer Manager?

We recognise that, as individuals, we each have particular needs and that one size doesn't fit all, when it comes to how, when and where you work. That's why we're proud to offer our colleagues agile working options. We believe in putting you at the centre of your career - KPMG will offer the training, development and stimulating work environment to help you get to where your career ambitions are. That's why we introduced 'Our Deal' - it's our way of saying 'thank you' for bringing your best to work. As part of 'Our Deal', you'll benefit from a range of rewards from secondment opportunities and preferential banking services to a day off on your birthday and have open, honest conversations about your career development.

While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a balanced lifestyle. We offer part time roles with flexible working arrangements which could include, annualised hours, early or late starts to fit around other commitments, shorter working days etc. We are happy to discuss your own requirements and our range of flexible working arrangements in more detail, should that be of interest and, as part of the recruitment process, we can put you in touch with people who work flexibly.

What will you be doing?

As a Senior Consultant (Manager) within IGH Customer, the candidate will be responsible for delivering customer transformation projects across the Infrastructure, Government and Healthcare (IGH) sectors

Spend 80-90% of your time working with clients and KPMG colleagues, leading teams or working as part of a larger team, depending on the size and nature of the engagement

Contribute to practice development, for example leading internal initiatives to build industry or technical expertise

Coach and develop team members and act as a performance manager in a matrix environment.

The market for enabling technology is intrinsically linked to the customer agenda and therefore, the role requires detailed understanding of wider capabilities across Strategy, Insight and Technology deployment through hands on delivery experience

As a Manager the candidate will be an emerging leader who is comfortable building client relationships, managing teams to deliver successful projects, and committed to their personal development as well as that of their team members

What will you need to do it?

Proven track record of succesful delivery within a complex programme with a focus on customer/citizen outcomes

Experience of using and refining structured consulting methodologies to deliver client outputs

Experience supporting the succesful implementation of customer experience technology solutions (CRM, Website, Portals, Apps, Contact Centre solutions) as a business analyst, service designer or change manager

Setting up, design and implementing customer centric change programmes. You will have run workstreams or led the delivery of key change initiatives

Experience in the application of customer and digital maturity assessments, as well as qualitative and quantitative customer research. Ability to build on the research/assessment outputs into strategy, service design or technical deployment plans

Understanding the role of digital, data and technology in measuring, managing and improving customer experience for case management, contact and front office interactions with citizens and customers

Experience in one or more of our focus sectors: Infrastructure, Transport, Central Government, Local Government or Healthcare

To discuss this or wider Consulting roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.

Our Locations:

We are open to talk to IGH Customer Manager talent across the country but our core hubs for this role are:

Bristol

Manchester

Leeds

London Canary Wharf

With 20 sites across the UK, we can potentially facilitate office work, working from home, flexible hours, and part-time options. If you have a need for flexibility, please register and discuss this with our team.

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