Job Description

KPMG is currently seeking a Director in Customer & Operations for our Consulting practice.

Responsibilities:

* Lead key business development activities for our customer experience advisory practice related to customer strategy and transformation, including targeting key C- level clients, proposing services and closing opportunities in the Customer Experience Management (CEM) area
* Lead highly skilled client and KPMG work teams throughout the project lifecycle by leveraging approaches in customer experience, loyalty programs, sales and marketing strategies
* Lead teams with an analytical lens to deliver against client success outcomes/ value/ KPIs; understands the economics of CX and how CX metrics can positively impact revenue/profitable growth; comfortable with data analytics, tying metrics to business value
* Establish client value propositions that tie customer, financial, operational, customer metrics and C-suite focus areas directly to business operations improvement
* Participate in continual development and publication of thought leadership and service offerings
* Assist partners with practice administration including resource allocation, career development of staff and other people management decisions

Qualifications:

* Minimum eight years of recent management consulting experience in customer experience and customer transformation related to improving customer strategy, customer profitability, customer retention and cross sell programs
* Bachelor's degree in business, marketing, economics, math, statistics or a related field from an accredited college/university, Advanced degree or MBA preferred
* Deep advisory experience in Customer Experience and Customer Experience Management (CEM) including understanding customer needs/preferences, experience journey design, customer profitability analysis, customer strategy business transformation, customer retention, customer engagement roadmap development, customer acquisition, customer onboarding, customer development, customer loyalty and customer win-back initiatives in diverse industries
* Strong background in front-office sales marketing strategy, go to market strategy, customer profitability analysis, customer strategy business transformation, customer retention and cross sell design and program implementation, customer engagement roadmap development and cross channel campaign management alignment
* Demonstrated ability analyzing critical business requirements, identifying deficiencies and potential opportunities and developing innovative methodologies for enhancing competitiveness, revenue and customer service offerings
* Travel may be up to 80-100%
* Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future