Senior Manager – Customer Centric Transformation

Job Description

Help leading organisations redesign how they serve and grow their customers as a Senior Manager, Customer Centric Transformation at KPMG UK. You’ll shape end-to-end customer strategies, lead complex digital programmes and build long-term client relationships across the Energy and Natural Resources sector and beyond.

Role Overview

Sitting within KPMG’s fast-growing Customer team, you’ll lead multidisciplinary project teams to diagnose client challenges, design customer-centric operating models and deliver connected front-office transformations. You’ll combine consulting rigour with commercial acumen, working from strategy through to execution while driving business development and coaching future leaders.

Key Responsibilities

• Lead discovery and strategy engagements to understand customer needs, define propositions and identify value levers
• Design and deliver end-to-end customer-centric transformation programmes spanning experience, marketing, sales, service and commerce
• Build compelling business cases, define benefits and set up measurement frameworks to track value realisation
• Work with technology and alliance partners to prototype, test and embed digital tools and CRM/experience platforms
• Manage large, complex engagements: scope, plans, budgets, risks, governance and reporting
• Build and sustain C‑suite and senior stakeholder relationships, becoming a trusted strategic advisor
• Identify and shape new opportunities, lead bids and contribute to go‑to‑market plans within target industries
• Lead, mentor and develop junior colleagues, setting high standards for delivery and collaboration

Skills and Experience

• Background in consulting, technology services or industry leading CRM/customer programmes and digital transformation
• Proven experience designing and delivering customer-centric transformations, ideally across multiple front-office domains
• Understanding of the Energy and Natural Resources sector (directly or via client work)
• Strong track record in business development and leading successful bid teams
• Excellent stakeholder engagement skills, with the ability to explain complex ideas to non‑technical audiences
• Experience of agile ways of working and leading multi-disciplinary teams in an agile environment
• Comfort working in a hybrid model with cross-office and cross-border teams

About KPMG UK

KPMG UK is part of a global network providing Audit, Tax, Legal and Advisory services to organisations of all sizes. With over 16,000 colleagues in the UK alone, KPMG blends deep sector insight, data and technology to help clients tackle their most complex challenges and build trust in a connected world.

Job Data

• Company name: KPMG UK
• Position: Senior Manager – Customer Centric Transformation
• Location: London, United Kingdom
• City: London
• Country: United Kingdom
• Region: Greater London
• Average salary: £115,000 per year (estimated Senior Manager level)
• Salary type: yeary
• Job type: Full-time, permanent, hybrid