Manager: Customer Insight Transformation

About the role

Join KPMG’s Insight team within the Customer & Operations practice as a Manager focused on Customer Insight Transformation. You will help clients leverage data and AI to improve their insight functions, drive growth and enhance customer experiences.

Key responsibilities

• Translate the Insight Transformation proposition into repeatable programmes and delivery playbooks.
• Support business development by contributing to proposals, solution design, scoping and costing.
• Design future‑state insight operating models, including processes, governance, roles and technology enablers.
• Build transformation roadmaps that sequence people, process, data, technology and change activities.
• Plan and run insight‑function diagnostics, conduct interviews, review documentation and produce maturity assessments with prioritized recommendations.
• Develop and continuously improve internal methods, templates and reusable assets for scalable delivery.
• Lead on‑shore and off‑shore teams to deliver high‑quality client engagements.
• Own financial management of client projects.
• Mentor junior and non‑insight trained team members.
• Develop client relationships to strengthen KPMG’s reputation and identify further opportunities.

Required profile

• Background in strategy or transformation consulting, including organisational design.
• Strong research and analytics capability (survey design, sampling, methodology, data analysis, project management).
• Proven project‑management experience handling multiple workstreams in complex programmes.
• Experience leading and motivating teams to deliver high‑quality outputs on time and within budget.
• Ability to derive insights from data and communicate them through compelling storytelling and visualisation.
• Familiarity with Voice‑of‑Customer tools and their ongoing management.

Required skills

• Medallia
• Qualtrics
• Power BI