Senior Consultant

Senior Consultant - Customer & Operations Advisory Our Customer and Operations Advisory team continues to grow, assisting leading organisations across public and private sectors driving sustainable improvements across their business. We craft strategies that boost efficiency and foster growth, from customer experience and growth strategy to operational excellence. Working with KPMG you will consult on client projects, translating business and customer needs into customer interaction strategies, customer experience design, and target operating models underpinning customer experience. You will identify changes and recommend solutions that typically involve a combination of customer centricity, process and value stream analysis, continuous improvement, and digital transformation outcomes leading to improved customer experience and business outcomes. As a Senior Consultant you’ll build on your management consulting experience and gain exposure to new and complex challenges. You’ll take ownership of your own workstreams, applying strategic problem solving, data analysis, report writing and project management skills to solve complex client problems. You’ll hone client relationship skills, harnessing a customer‑centric approach to achieve great results. Key Responsibilities Delivery of large‑scale transformation programs integrating business and technology to deliver customer experience improvement in complex organisations Delivery of Voice of Customer programs, customer experience design and orchestration, experience strategy, and service blueprint design for organisations across public and private sectors Coaching others in projects, and mentoring staff as they grow their capabilities, careers and client service impact Applying technical knowledge into solving problems that are customer and productivity focused Showing initiative and capability to work closely with clients with limited requirement for direction on delivery/technical matters on complex projects Collaborating with the national team across multiple different offices How are you extraordinary? You are able to digest, distil, and communicate complex concepts in both written and verbal forms You are analytically minded and enjoy applying structured thinking and analysis techniques to complex problems You resonate with our values and are excited to contribute to our culture of integrity, excellence, and collaboration Your Experience Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems Experience or exposure to the practical application of customer experience design and continuous improvement methodologies such as Human Centred Design, Customer journey mapping, Agile methodology, Net Promoter Score framework, Behavioural Economics, Service Design, Systems thinking, Value Stream Mapping Proven ability to translate business and customer needs into best practice process and customer service design requirements, with experience in implementing the designs Experience in design or deployment of digitisation/automation to support improvements in service, efficiency or effectiveness is desirable An understanding of the concepts of customer journeys and personas and how they play into creating innovative, market‑leading experiences Experience in the use of design thinking as well as structured thinking to develop creative ideas for implementation An understanding of CRM tools, customer analytics and/or other data management to drive insights for customer management strategies and improvement initiatives Experience undertaking business requirement analysis Understanding or exposure to service design and customer‑facing innovations such as omnichannel strategies and personalisation of experience, usage of AI to enhance customer experience and improve customer retention or loyalty Qualifications A supporting tertiary qualification is highly advantageous. Location Melbourne, Victoria, Australia Compensation A$150,000.00 – A$175,000.00 per annum #J-18808-Ljbffr