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KPMG Director, Customer Experience in Boston, Massachusetts

Business Title: Director, Customer Experience

Requisition Number: 56153 - 39

Function: Advisory

Area of Interest:

State: MA

City: Boston


Historically, the travel requirement for this position has ranged from 80-100%. The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities, and guidance from a number of infectious disease experts. For now, all KPMG business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only. At some point in the future and with the safety of people as the critical factor, the travel requirement will likely increase, possibly to previous levels, but KPMG is committed to balancing client requirements with new delivery capabilities.

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 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 and Customer Experience Management (CEM) including understanding customer needs/preferences, experience journey design, customer profitability analysis, customer strategy business transformation, customer retention, customer engagement roadmap development, customer acquisition, customer onboarding, customer development, customer loyalty and customer win-back initiatives in diverse industries

  • Strong background in front-office sales marketing strategy, go to market strategy, customer profitability analysis, customer strategy business transformation, customer retention and cross sell design and program implementation, customer engagement roadmap development and cross channel campaign management alignment

  • Demonstrated ability analyzing critical business requirements, identifying deficiencies and potential opportunities and developing innovative methodologies for enhancing competitiveness, revenue and customer service offerings

  • Travel may be up to 80-100%

  • 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, 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.

GL: 3

GF: 15292