Manager: Customer Insight Transformation
Job details Location: Aberdeen, Birmingham, Bristol, Cambridge, Cardiff, Edinburgh, Gibraltar, Glasgow, Leeds, London, Manchester, Milton Keynes, Newcastle upon Tyne, Nottingham, Reading, South Coast - Southampton, Watford
Capability: Advisory
Experience Level: Manager
Type: Full Time
Business Area: People Consulting
Contract type: Permanent
Job Description Role: Manager: Customer Insight Transformation Location: Any UK, within occasional commuting distance from London, Leeds or Manchester Why Join KPMG as a Manager-Insight Transformation, Research & Analytics? This role sits in the Insight team, within the Customer & Ops pract i ce at KPMG.The team is responsible for capturing, organising and analysing customer data signals to help our clients drive growth through a better understanding of their customers, to drive impact and improve the reputation and efficiency of the Insight function within a business. The Insight team does this through 2 propositions: -
Voice of Customer (VoC): Programmes that continuously capture, analyse and act on customer feedback to drive enterprise decision=making.
Our role is to design, implement and deliver these programmes-Insight Transformation: Helping clients leverage AI to transform how they operate and activate insight to improve performance and effectiveness.
What will you be doing? As a Manager within the Customer team, and specifically the Insight team, the candidate will be responsible for-Helping to translate the Insight Transformation proposition into structured, repeatable programmes and delivery playbooks that can be deployed consistently across clients
- Supporting business development by contributing to proposals, solution design, scoping and costing for Insight Transformation engagements
- Designing futurestate insight operating models (processes, governance, roles, data/tech enablers) for client insight functions.
- Working with clients to help build transformation roadmaps that sequence people, process, data, technology and change activities into a coherent delivery plan
- Planning and running insightfunction diagnostics (interviews, documentation review, maturity assessments) and synthesising findings into prioritised recommendations.
- Developing and continuously improving internal methods, templates and reusable assets so the Future of Insight proposition can be delivered at scale.
- Leading onshore and offshore teams to deliver high quality client engagements.
- Owning responsibility for the financial management of client engagements
- Acting as a role model to upskill junior and non-insight trained team members
- Developing client relationships to enhance the reputation of KPMG as an advisor of choice and identify further client opportunities in the Customer & Operations team.
- Background in strategy/transformation consulting, including organisational design
- Strong research and analytics capability (survey design, sampling, methodology, data analysis, project management
- Proven project management skills, handling multiple workstreams within complex programmes.
- Experience leading and motivating teams to deliver highquality outputs on time and within budget.
- Ability to derive insights from data and communicate them clearly through compelling storytelling and visualisation.
- Familiarity with VOC tools (e.g. Medallia, Qualtrics, Power BI) and their ongoing management
- Solutions-focused mindset with strong presentation and stakeholder engagement skills.
- Confident in providing thought leadership and advising clients on strategic direction.
- Understanding of AI applications in insight generation and VOC optimisation.
- Experience in business development, including proposal design and costing
- Strong relationship-building skills across clients and colleagues
- Quick learner, adaptable, and continuously improving ways of working
- Highly organised, proactive, and able to manage competing priorities
- Problem-solver with a team-focused approach
- Interested in contributing to team development, culture, and capability growth