Director, Service Transformation Financial Services

The KPMG Advisory practice is currently our fastest growing practice. We are seeing tremendous client demand, and looking forward we don't anticipate that slowing down. In this ever-changing market environment, our professionals must be adaptable and thrive in a collaborative, team-driven culture. At KPMG, our people are our number one priority. With a wealth of learning and career development opportunities, a world-class training facility and leading market tools, we make sure our people continue to grow both professionally and personally. If you're looking for a firm with a strong team connection where you can be your whole self, have an impact, advance your skills, deepen your experiences, and have the flexibility and access to constantly find new areas of inspiration and expand your capabilities, then consider a career in Advisory.

KPMG is currently seeking a Director in Customer & Operations for our Consulting practice.

Responsibilities:

• Lead client engagements and workstreams that help assess, design, and implement capabilities across human and digital service touchpoints with a focus on improving the customer experience and reducing the cost-to-serve, from strategy through execution
• Provide expertise to companies seeking to stand up next generation operating models that support customer service journeys before, during, and after the sale of a company's products and/or services
• Guide client and KPMG work teams throughout the project lifecyle and help ensure timely execution of project deliverables including, but not limited to: maturity assessment, gap analysis, service journey mapping, operating model design, service technology use cases and requirements, process mapping, service segmentation, KPIs and scorecards, recommendations, roadmaps, and financial business cases
• Establish client value propositions that tie financial metrics and CFO focus areas directly to improvements in cost-to-serve, customer experience, and customer satisfaction
• Lead proposal development, creation of statements of work, and other new business development activities across clients, and nurture long-term value -add client relationships with our firm
• Assist with practice development activities such as development of methodologies, playbooks, toolkits, training, and thought leadership

Qualifications:

• Minimum eight years of management consulting experience with heavy focus working in customer service, client services, contact center environment (multi and omni-channel), customer support, or digital customer field, with minimum six years of experience leading teams; Management Consulting experience is required
• Bachelor's degree in a related field from an accredited college/university; MBA is preferred
• Experience working in either retail/commercial banking, insurance, wealth/asset management industries with specialization in designing and/or implementing process/ technology improvements grounded in leading customer service and customer experience techniques
• Deep functional knowledge in three or more of the following areas: customer service transformation, customer service experience design, customer service process implementation, workforce management, technology support, field services, customer service technology and integration across channels, reporting/metrics/KPIs, and vendor/contract management 
• Strong functional knowledge of technology architecture including design and implementation of the following types of solutions:  cloud solutions (e.g, Five9, Nice inContact, Genesys, Salesforce, ServiceNow, Microsoft), artificial intelligence, case management, quality assurance, workforce management, knowledge management, and computer telephony integration
• Customer service technology sales or project management experience with customer service/contact center consolidation or outsourcing is preferred with strong ability to prioritize, delegate, organize, and manage multiple teams and client engagements simultaneously for medium to large scale efforts
• Ability to travel 

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law.  In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site).