Corporate Transformation, Customer Experience Assistant Manager

KPMG Services Pte Ltd; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

KPMG Services Pte Ltd is seeking an Assistant Manager for its Customer Experience team. You will lead delivery of customer transformation projects, manage workstreams, and serve as the main client contact, driving workshops and insights to deliver high-quality outcomes.

You will mentor junior staff, coordinate across teams, and support business development efforts by identifying follow-on work and preparing client-ready materials.

Qualifications

• Consulting experience required.
• Experience leading projects and managing teams.
• Ability to deliver high-quality outcomes for clients.
• Comfort with facilitating client workshops and stakeholder engagements.
• Ability to develop and communicate proposals and identify follow-on work.

Responsibilities

• Lead day-to-day delivery of customer experience, customer transformation, insights, service design, and operating model projects.
• Manage project workstreams, timelines, risks, dependencies, and deliverables.
• Serve as a primary client contact and build strong stakeholder relationships.
• Facilitate client workshops, interviews, and feedback sessions.
• Perform qualitative and quantitative analyses to derive actionable insights.
• Create clear, structured client deliverables, presentations, reports, and business cases.
• Support governance activities: status reports, issue tracking, communications.
• Ensure project quality and adherence to firm methodologies.

Skills

Client management

Project management

Stakeholder facilitation

Data analysis

Team leadership

Workshop facilitation

Job description

At KPMG, our Customer team is at the forefront of innovation and excellence, helping organisations create differentiated customer experiences and drive sustainable business value. We collaborate closely with colleagues across the Corporate Transformation division to deliver impactful outcomes across customer transformation, digital transformation, operating model redesign, and organisational change initiatives.

Our team works with clients across industries including Financial Services, Public Sector, Retail, Healthcare and Life Sciences to solve complex business challenges through customer-centric strategies, experience design, digital enablement, and data-driven decision making. We help organisations improve customer satisfaction, loyalty, operational effectiveness, and growth through practical and actionable transformation programmes.

We are seeking a highly motivated Assistant Manager to support the delivery of customer transformation and customer experience engagements. This role is ideal for an individual with consulting experience who is passionate about solving business problems, managing clients, and leading project teams to deliver high-quality outcomes.

As an Assistant Manager in our Customer Experience team, you will be responsible for:

Client Delivery

• Lead day-to-day delivery of customer experience, customer transformation, customer insights, service design, and operating model transformation projects
• Manage project workstreams, timelines, risks, dependencies, and deliverables to ensure successful project outcomes
• Serve as a key point of contact for client stakeholders and build strong working relationships throughout the engagement lifecycle
• Facilitate client workshops, interviews, focus groups, and stakeholder engagement sessions
• Conduct qualitative and quantitative analysis to derive actionable insights and recommendations
• Develop clear, structured, and impactful client deliverables, presentations, reports, and business cases
• Support programme governance activities, including status reporting, issue management, and stakeholder communications
• Ensure project quality, compliance with firm methodologies, and achievement of client expectations

Team Leadership

• Lead and mentor consultants and analysts across project teams
• Manage project resources and coordinate work across multiple team members and workstreams
• Provide coaching, guidance, and constructive feedback to junior team members
• Foster collaboration, knowledge sharing, and high-performance team behaviours

Business Development Support

• Build strong client relationships and manage expectations, communications, and stakeholder alignment
• Understand client challenges and identify opportunities to strengthen project outcomes and identify potential follow-on work
• Support proposals, opportunity pursuits, client presentations, solution development, and practice-building initiatives