Senior Manager, Customer

Overview
At KPMG, you'll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.

Leading Canadian businesses are winning on customer-centric experiences delivered through end-to-end digital solutions. The KPMG Customer & Digital Advisory Practice has achieved significant growth over the last two years, exponentially more during these tough times, and we are expanding our team to meet the needs of our clients.

We have several exciting opportunities for individuals who are passionate about helping clients reshape their business around the customer to create truly connected and profitable enterprises. We help our clients navigate the scale of change needed to stay ahead and relentlessly innovate along the way. Working at the intersection of strategy, customer experience, technology and operations, we collaborate closely with clients to empower them to both strategize and execute their vision.

If you have consulting experience, value culture, have delivered client experience design and/or digital strategy engagements then we would love to hear from you. We are looking for great people who want to be part of making KPMG 'the clear choice in the Canadian market for imagining, designing and building customer obsessed organizations.

What you will do
As Senior Manager on the Customer Strategy team, you will work with clients to investigate and assess their key issues, formulate and test hypotheses, develop frameworks to approach problems, conduct both qualitative and quantitative analyses, identify viable business strategies and synthesize findings in presentation materials and other types of deliverables.

The primary role of the Senior Manager is to help advance the client's long-term competitive position, largely by leading teams to collect and analyze business data, identify and frame critical strategic choices, and co-design and facilitate processes for change and implementation.

You will be expected to contribute to the firm's growth and development across multiple areas of the business, including:

• Business development:Develop and maintain relationships with influential decision makers for key clients. Organize and prepare proposals while integrating client feedback on elements such as pricing strategy, timelines, etc.
• Team and project management: Lead teams of smart, talented, and driven staff, maintaining strong client relations
• Engagement Delivery: Lead engagements and shape deliverables, including storyboards, presentations, and workshops
• Practice development: Create followership and support recruiting, marketing, and practice administration as required, including participation in local office/market activities
• People and Performance Development: Serve as a mentor and advisor to our Firm's newest members, providing performance review and feedback with the goal of developing the firm's group of leaders

You will play a central role in delivering a structured process to shape an ambitious and practical path for clients to realize value. You will also be part of a global KPMG Customer network that has developed some of the best CX and Digital tools, methods and frameworks anywhere.

What you bring to the role

• 10 years of experience delivering client service excellence, preferably in a professional services firm
• Experience in 1-2 of the key industries we serve: Natural Resources, Retail, Financial Services, Agriculture, Health and Government
• Experience in areas of: Strategy, Innovation, Experience Design, Service Design, Client Experience Strategy, and/or Customer Journey Mapping
• Demonstrable experience building and leading diverse, high-performing project teams to on-time and on-budget solutions that meet client needs
• Strategic and intellectual thinker who understands strategy, technology, design, and process
• Ability to research, curate, organize, and synthesize diverse data sets to inform CX and Digital transformation plans
• Excellent communications skills, oral and written

Joining our team means you have achieved a high bar. You will be valued, fulfilled and proud of where you work. If you have big plans, this opportunity will match. KPMG Customer - the clear choice.

Providing you with the support you need to be at your best
Our Values, The KPMG Way
Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process
At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have the opportunity to request an adjustment or accommodation at any point throughout the recruitment process. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG's Employee Relations Service team by calling 1-888-466-4778.