Customer Experience Assistant Manager

About the role

KPMG in Singapore is looking for an Assistant Manager to join its Customer Experience team, which works with clients in Financial Services, Public Sector, Retail, Healthcare and Life Sciences on customer transformation, digital transformation, operating model redesign and organisational change. The role suits someone with consulting experience who enjoys solving business problems, managing clients and leading project teams.

Key responsibilities

• 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
• Serve as a key point of contact for client stakeholders and build strong relationships throughout the engagement
• Facilitate client workshops, interviews, focus groups and stakeholder engagement sessions
• Conduct qualitative and quantitative analysis and develop client deliverables, presentations, reports and business cases
• Support programme governance, including status reporting, issue management and stakeholder communications
• Lead and mentor consultants and analysts, manage project resources and coach junior team members
• Support business development by building client relationships, identifying follow-on work and supporting proposals, opportunity pursuits and client presentations

Required profile

• Approximately 5+ years of experience in management consulting, customer experience, customer transformation, digital transformation, service design or business transformation
• Prior consulting experience in a professional services or management consulting environment is highly preferred
• Demonstrated experience leading project teams and managing end-to-end delivery, and working directly with clients and multiple stakeholders
• Bachelor's degree in Business, Marketing, Communications, Social Sciences or a related discipline
• Working proficiency in Mandarin Chinese and/or Bahasa Indonesia is beneficial

Required skills

• Workshops, interviews, requirements gathering and stakeholder engagement
• Familiarity with customer experience frameworks, customer journey mapping, persona development, voice-of-customer programmes and service design methodologies
• Project management and organisational skills, with the ability to manage competing priorities