About KPMG: At KPMG, we leverage deep business understanding to help organizations become more customer-led through insights and analytics. Our connected Voice of the Customer (VoC) programs, advanced analytics capabilities, and data-driven strategies help businesses unlock growth opportunities, make informed decisions, and prioritize what matters most to customers. We collaborate closely with our alliance partners and our teams to deliver market-leading data science, advanced analytics, and best-in-class technology solutions.
Role Overview: As a Associate Director in the Customer Consulting team, you will play a pivotal role in shaping and delivering cutting-edge customer analytics strategies to drive business transformation. You will lead teams in designing, developing, and deploying business-centric Voice of the Customer programs, aligning them with broader business intelligence (BI) and decision-making landscapes. Your ability to connect customer experience (CX) to financial outcomes through advanced analytics will be key to driving value for our clients. In this role, you will lead the implementation of insight ecosystems based on client needs, collaborate with key stakeholders to align data, analytics, and insight capabilities, and help organizations scale their analytics functions.
Key Responsibilities:
- Customer Analytics Leadership: Lead and manage the design, implementation, and scaling of customer analytics programs, focusing on connecting insights to business outcomes.
- Program Development: Reconfigure existing VoC programs or design new customer-centric programs to ensure they deliver measurable business results.
- Data-Driven Decision Making: Establish insight ecosystems that align data, analytics, and technology to support front-office decision making, improving customer experiences.
- Advanced Analytics Deployment: Utilize advanced analytics tools and KPMG's pre-built accelerators to enrich existing data sets, generating actionable insights to drive customer-centric strategies.
- Collaboration & Stakeholder Management: Partner with cross-functional teams, including marketing, sales, service, and e-commerce, to deliver insights that align with broader business goals.
- Strategic Advisory: Provide thought leadership and advisory services to clients on customer analytics strategies, data-driven decision-making, and customer experience management.
- Transformation Initiatives: Lead business transformation initiatives, leveraging customer insights to drive organizational change and unlock growth opportunities.
- Team Leadership: Manage and mentor junior analysts, ensuring high-quality delivery of analytics projects while fostering a culture of innovation and continuous improvement.
Qualifications and Skills:
- Experience:
- Minimum of 8-10 years of experience in customer analytics, customer experience management, or a related field, preferably within an International consulting firm.
- Proven track record in leading customer analytics programs, VoC initiatives, or insight ecosystems.
- Experience in deploying advanced analytics, data science, and machine learning solutions to drive customer-centric decision-making.
- Demonstrated experience in working with cross-functional teams, including marketing, sales, and service departments.
- Technical Expertise:
- Strong knowledge of analytics tools and technologies, including data visualization platforms (e.g., Tableau, Power BI), statistical analysis software, and CRM systems.
- Familiarity with advanced data analytics techniques, including machine learning, predictive analytics, and customer segmentation.
- Experience in integrating CX metrics with financial performance indicators to measure business impact.
- Leadership & Management:
- Proven ability to lead and manage teams in delivering complex analytics projects.
- Strong communication, presentation, and stakeholder management skills.
- Experience in mentoring and developing junior talent in analytics or related fields.
- Education:
- Bachelor’s degree in data science, business analytics, statistics, or a related field. A Master’s degree or MBA is highly desirable.
- Languages:
Why Join Us?
- Impact: Drive meaningful change in organizations by helping them become truly customer-led.
- Growth Opportunities: Work with a diverse team of experts across KPMG’s Ignition team and alliance partners to deliver innovative solutions.
- Innovation: Be at the forefront of cutting-edge analytics and leveraging best-in-class technology
- Global Reach: Contribute to global projects and collaborate with professionals from all the KPMG network
At KPMG, we are committed to creating an inclusive and diverse workplace. If you're passionate about customer Experience, Customer Insights and business transformation, we'd love to hear from you.
