Associate Director Kpmg Customer Adelaide

**Job no**: 520548

**Work type**: Permanent Full Time

**Location**: Adelaide

**Division**: Enterprise
- **Seize the opportunity to partner with multiple clients across various sectors to provide innovative solutions.**:

- **Collaborate with other sector and technical specialists to transform client organisations and put customers at the heart of everything they do.**:

- **Join an inclusive, diverse, and supportive culture.**:

- **Choose the way you want to work by embracing our flexible work arrangements.**

KPMG Australia is one of the most trusted and respected professional services firms, part of a global network providing extensive services across a wide range of industries and sectors. Our people collaborate, share their expertise, and create innovation as we partner with clients to solve complex challenges, empower change, drive disruption and growth. We look for talented people with the potential to make an extraordinary difference for our clients, our firm, and our communities.

We’re now searching for an experienced Associate Director to lead and develop significant customer experience transformation engagements across a diverse range of industries within our Adelaide office.

**Your Opportunity**:
This is an exciting opportunity to join our Adelaide team as a talented Associate Director. As an accomplished leader**, **you’ll have a successful track record in Management Consulting or at a senior leadership level working across multiple sectors. You’re looking to work with and grow a high performing team and manage multiple streams of work across complex projects. This role will see you:

- Working with clients to define a customer strategy to support business objectives and deliver it through market-leading customer experiences
- Driving customer transformation strategy and delivery at the enterprise level (i.e.: horizontal transformational change across multiple functions and departments in complex environments, with frequent C Suite and Board interaction and engagement)
- Leveraging data and customer behavioural insights to drive transformational change, customer frameworks, engagement strategies, personalisation, etc.
- Using customer measurement, metrics, quantification of CX, to drive prioritisation of customer change
- Assessing customer maturity across organisations, cultural change programs, and how customer can be considered through governance and prioritisation
- Managing concurrent projects and teams to conceptualise, scope and structure of engagements, with the ability to analyse, synthesise and present insights and recommendations in clear and compelling ways, enabled by strategic thinking, technical knowledge, and exceptional communication skills
- Focusing on business development through identifying new opportunities and developing opportunities with existing clients by maintaining strong relationships with clients during and post engagements, building strong professional networks and leveraging your own network to create opportunities for the firm
- Bringing passion and deep expertise that positions you as being an inspirational role model within the CBMA team; and assist Partners within the practice deliver on a strong high-performance culture that consistently deliver quality outcomes for clients and great growth opportunities for junior colleagues
- Working day to day on engagements with clients and KPMG teams to understand root cause issues, potential solutions and articulate business benefits that can lead to repeat business and client advocacy
- Supporting the growth and development of more junior team members through technical training, skills coaching and mentoring.
- Undertaking ongoing professional development with a focus on ongoing training and mentoring in one of the world’s most respected and trusted professional services firms.

**How you are Extraordinary?**

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients, and communities.

You are likely to have a customer experience design and transformation background and to be considered for this opportunity, your qualifications, skills, and experience could include:

- A strong understanding of and passion for improving customer experience outcomes
- Experience in driving customer experience transformation from strategy development to implementation, with strong understanding of the resultant change implications to people, process, data, and technology
- Customer experience design: understanding customer ethnographic research driving insight, to feed CX journey mapping and experience design - both optimising (pain point redesign) and transformative future experience design
- Experience of customer and digital ways of working such as service design/Human Centred Design, agile and innovation
- Demonstrable experience in managing multiple, concurrent, and often complex projects, ensuring high quality solut