Junior Consultant - Customer Experience

KPMG Italy; Milano; Ibrido; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

KPMG, importante azienda di consulenza, cerca un professionista nel Customer Experience a Milano. Il ruolo implica la definizione di strategie customer-centric, analisi dei dati e gestione del Customer Journey. I candidati ideali possiedono una laurea magistrale in Business, Ingegneria o Marketing, ottime capacità analitiche e competenze in MS Office. L'ambiente di lavoro è inclusivo, dinamico e offre opportunità di crescita professionale.

Servizi

Formazione avanzata

Politiche di benessere

Competenze

• Eccellente conoscenza dell'inglese, preferibilmente con esperienza all'estero.
• Confidenza con i numeri e analisi quantitativa supportata da una solida formazione accademica.

Mansioni

• Definire la strategia del cliente e re-ingegnerizzare i processi digitali.
• Analizzare le esigenze dei clienti e segmentarli.
• Mappare il Customer Journey e identificare i punti critici.

Conoscenze

Analisi quantitativa

Competenze in big data

Creatività

Formazione

Laurea magistrale in Business, Ingegneria o Marketing

Strumenti

MS Office

Descrizione del lavoro

The chance to build a better future is right in front of you

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 and digitisation, risk analysis and management, and support in extraordinary finance transactions.

Specifically, when you join the Customer Experience team in Milan, you will harness the power of strategic and innovative frameworks to lead customer-centric business transformation programs as well the power of data & analytics to map, design and improve the customer lifecycle management, define the evolution of the client’s organizational and technological structure to meet the evolving scenario.

Specifically, you will be tasked with:

• Define market sizing, identify market trends, opportunities and threats on customer experience paradigm;
• Benchmark competitors: quantitative analysis of variances, identification of differentiating opportunities in the Customer & Digital area;
• Analyze and segment customers, identify their real and profound needs;
• Map the Customer Journey and identify the “moments of truth”, evaluate “pain points” and “opportunity to delight”;
• Analyze “Voice of the Customer” and define actions to “close the inner loop” and “close the outer loop”;
• Analyze in detail the performance of every digital marketing channel (Search, Social, Mobile, etc.) within every step of the customer journey;
• Define an evolutionary Customer strategy: how to adapt the strategy to digital and traditional channels. Prioritize the initiatives and define a detailed action plan;
• Re-engineer digital processes, identify impacts on the organization and set up a roadmap to change;
• Identify a channel strategy based on a D&A approach: Social Media Strategy, Digital Marketing strategy, Mobile Strategy, etc;
• Design and implement innovative strategic control scorecard solutions based on customer experience management;
• Start up and launch of new digital initiatives and identify and quantify a growth plan for an e-commerce strategy;
• Evaluate costs and revenue for each suggested action: analyze their impact on client’s Top and Bottom line;
• Create a detailed Business Plan according to the action plan and set up an implementation plan.

Come As YouAre - Your skills and characteristics

This is the perfect opportunity for you if you have:

• An excellent master’s degree in Business, Engineering or Marketing with a quantitative approach;
• Confident with numbers , big data and quantitative analysis, supported by a solid academic background;
• Excellent knowledge of MS Office suite.
• An excellent knowledge of English , ideally with study and/or work experience abroad.

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 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 summarised all the concrete actions we are taking on environmental, social and governance (ESG) issues.

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.