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Director, Customer Experience Financial Services

Director, Customer Experience Financial Services

Director, Customer Experience Financial Services

Atlanta, GA 30308

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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.


  • Lead key business development activities for our customer experience advisory practice related to customer strategy and transformation, including targeting key C- level clients, proposing services and closing opportunities in the Customer Experience Management (CEM) area
  • Lead highly skilled client and KPMG work teams throughout the project lifecycle from strategy through implementation by leveraging approaches in customer experience, loyalty programs, sales and marketing strategies
  • Lead teams with an analytical lens to deliver against client success outcomes/ value/ KPIs; understands the economics of CX and how CX metrics can positively impact revenue/profitable growth; comfortable with data analytics, tying metrics to business value
  • Establish client value propositions that tie customer, financial, operational, customer metrics and C-suite focus areas directly to business operations improvement
  • Participate in continual development and publication of thought leadership and service offerings
  • Assist partners with practice administration including resource allocation, career development of staff and other people management decisions


  • Minimum eight years of recent management consulting experience in customer experience and customer transformation related to improving customer strategy, customer profitability, customer retention and cross sell programs
  • Bachelor's degree in business, marketing, economics, math, statistics or a related field from an accredited college/university, Advanced degree or MBA preferred
  • Deep advisory experience in Customer Experience using customer needs/preferences/expectations to drive customer strategy and business transformation
  • Design thinking and/or journey mapping skills
  • Perspective/ proven projects where's CX is used as a lens improve business outcomes in financial servcies
  • Demonstrated ability analyzing critical business requirements, identifying deficiencies and potential opportunities and developing innovative methodologies for enhancing competitiveness, revenue, cost optimization
  • Experience working in either retail/commercial banking, insurance, wealth/asset management industries with specialization in designing and/or implementing process/ technology improvements grounded in customer experience techniques
  • Travel is currently expected around 50% (based on the need of business/client)
  • Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future

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.

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• Mobile: NA

• Location: 33.748997:-84.387985

• Post ID: 21863109

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