Customer Advisory Junior Consultant, Milan (Hybrid)

KPMG (Italy); Lombardia; Hybrid; EUR 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid work arrangements

Advanced training and development

International projects

Well-being initiatives

Job summary

KPMG Advisory S.p.A. Milan-based Customer Advisory team seeks a role focused on transforming customer experience through data and analytics. You will lead market sizing, journey mapping, and digital channel analysis to drive client transformation and growth.

The role involves building strategies, re-engineering digital processes, and delivering a comprehensive business plan with measurable outcomes. Hybrid work and strong training are provided.

Qualifications

• Master's degree in Business, Engineering or Marketing with a quantitative approach.
• Confident with numbers, big data and quantitative analysis.
• Excellent knowledge of MS Office suite.

Responsibilities

• Define market sizing, identify trends, opportunities and threats in customer experience.
• Benchmark competitors and identify differentiating opportunities in Customer & Digital.
• Analyze and segment customers and identify their real needs.
• Map the Customer Journey, identify moments of truth and pain points.
• Analyze Voice of the Customer and actions to close loops.
• Analyze digital marketing channels across each step of the journey.
• Define an evolutionary Customer strategy and action plan.
• Re-engineer digital processes and set up a change roadmap.
• Identify a channel strategy based on Data & Analytics (D&A).
• Design and implement strategic control scorecards for CX management.
• Launch new digital initiatives and quantify a growth plan for ecommerce.
• Evaluate costs and revenue for actions against top and bottom lines.
• Create a detailed Business Plan aligned with the action plan.

Skills

Numerical proficiency

English proficiency

MS Office

Education

Master's degree in Business/Engineering/Marketing

Tools

MS Office

Job description

KPMG Advisory S.p.A. Milan-based Customer Advisory team seeks a role focused on transforming customer experience through data and analytics. You will lead market sizing, journey mapping, and digital channel analysis to drive client transformation and growth.

The role involves building strategies, re-engineering digital processes, and delivering a comprehensive business plan with measurable outcomes. Hybrid work and strong training are provided.