Customer Experience Manager

Join the digital revolution, helping us to optimise the customer experience and to develop predictive models for customer behaviour

Do Work That Matters - Your role and responsibilities

Do you want to pursue a profession that is truly meaningful and impactful? At KPMG, you will have the opportunity to help clients, the company, and colleagues address and solve the most current and complex challenges.

KPMG Advisory offers consulting services to companies to assist them in business model transformation, process improvement, digitisation, risk analysis and management, and support in extraordinary finance transactions.

When you join our Customer Strategy Team in Rome, you will be part of the biggest revolution underway, rethinking the customer experience from a digital perspective, steering customer-centric transformation programmes, harnessing the potential of data to map, plan, and improve customer lifecycle management.

Specifically, you will be tasked with:

1. Mapping and redesigning the customer experience throughout the customer journey, with the aim of optimising omni-channel engagement while also streamlining the enabling operating processes.
2. Developing customer listening and feedback systems, correlating them with operating performance to identify customer-driven transformation initiatives.
3. Managing large-scale digital transformation projects helping companies to innovate their development processes for the launch of new products and services.
4. Developing analytical models, incorporating internal and external signals to maximise the use of data in designing the customer experience and/or developing new services.

Skills - Come As You Are - Your skills and characteristics

This is the perfect opportunity for you if you have:

1. Passion and a strong desire to transform and impact the customer experience.
2. At least six years of experience in similar consulting services in the customer area.
3. A degree in business, engineering, or quantitative marketing.
4. An excellent knowledge of English, preferably with study and/or work experience abroad.

Experience in one or more of the following fields:

1. Customer experience excellence.
2. Digital transformation and the development of new digital relationship channels (apps, websites, social media, etc.).
3. Customer value management/customer data and analytics.
4. Customer care optimisation and CRM.
5. Development and digitalisation of sales networks and store networks.

Your Future With Us - What you’ll find at KPMG

• An inclusive and equitable work environment that respects, encourages, and values diversity.
• A challenging and dynamic environment that encourages creativity and teamwork.
• Hybrid work arrangements to promote a healthy work-life balance.
• Advanced training and development programmes to stay current.
• International mindset and innovative projects.
• Initiatives focused on mental and physical well-being.

Together for Better – Our values and commitment

Leadership, teamwork, respect for every individual, continuous learning, transparency, commitment to the community, and integrity. These are the KPMG values that create an environment that encourages the sharing of ideas and knowledge, so our professionals can achieve their full potential.

As a result of our commitment to fostering an inclusive work environment, our Network has obtained ISO 30415 certification, which certifies compliance of the Diversity and Inclusion Management System, and UNI PdR 125, which certifies gender equality. Within our Impact Plan - Our Impact Plan (kpmg.com) - you will find summarized all the concrete actions we are taking on environmental, social, and governance (ESG) issues.

Join us!

Your data will be processed in full compliance with the provisions of Regulation (EU) no. 679/2016 (General Data Protection Regulation - “GDPR”), as amended. For more information, please see KPMG’s privacy policy.

KPMG Advisory S.p.A. is an equal opportunity employer.