Manager, Customer Experience (CX) and Service Transformation - Healthcare

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 Manager in Customer Service and Experience Transformation in Healthcare for our Consulting practice.

Responsibilities:

• Lead client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions
• Provide oversight of highly skilled client and KPMG work teams throughout the project lifecycle and help ensure timely execution of project deliverables
• Apply well developed consulting skills and in-depth industry and functional knowledge in the execution of assignments
• Help lead proposal development and other new business development activities
• Provide input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members

Qualifications:

• Minimum five years of management consulting experience with three years in a project leading role and/or relevant healthcare or public sector experience with heavy focus working in customer service, contact center environment or digital customer services

• Bachelor's degree in a related field from an accredited college/university; MBA is preferred

• Deep functional knowledge in three or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce management, quality management, training, technology support, digital customer service technology platforms, Voice of the Customer Measurement and reporting metrics/KPIs

• Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred

• Prior knowledge in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations

• Ability to travel up to 75%

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.

At KPMG, any partner or employee must be fully vaccinated or test negative for COVID-19 in order to go to any KPMG office, client site or KPMG event. In some circumstances, individuals who are not fully vaccinated may also be required to have a reasonable accommodation to not be fully vaccinated for COVID-19.