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. Our projects focus on crafting the customer experience, designing operating models, optimising costs, and enhancing supply chains. By refining business operations, we enable organisations to serve communities better.

Working with KPMG you will consult on client projects, translating business and customer needs into target operating models, operational requirements and working processes. You will identify changes and recommend solutions that will typically involve a combination of customer centricity, process and value stream analysis, operational management, continuous improvement, organisational change and digital transformation outcomes leading to innovative operations.

Join our team of highly talented and experienced professionals, with access to powerful KPMG methodologies and global resources.

Your Opportunity

As a Senior Consultant in our Customer and Operations team, you’ll be looking to build on your management consulting experience and to gain exposure to new and more complex challenges. Your role will see you take ownership of your own workstreams within projects. You’ll apply your strategic problem solving, data analysis, report writing and project management skills to help solve complex client problems. You’ll hone your client relationship skills, harnessing your truly customer centric approach and passion for achieving great results for your client.

Key responsibilities will include:

Delivery of large-scale transformation programs integrating business and technology to deliver business value in complex organisations
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

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. To be considered for this opportunity, your qualifications, skills and experience should include:

Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
Experience or exposure to the practical application of continuous improvement methodologies such as Human Centered Design, Lean, Six Sigma, TPS, Systems Thinking, TQM or MOS
Proven ability to translate business and customer needs into best practice process and operational design requirements, with experience in implementing the designs within core and enabling processes
Experience in design or deployment of process automation to support improvements in efficiency, effectiveness or service 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 Target Operating Model design and delivery is desirable
Qualifications
A supporting tertiary qualification is highly advantageous

Additional Information
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.