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KPMG Manager, Customer Experience Strategist in Boston, Massachusetts

Business Title: Manager, Customer Experience Strategist

Requisition Number: 56157 - 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 Manager in Customer & Operations for our Consulting practice.


  • Lead client engagements which includes customer research, competitive landscape research, end to end experience design, delivery and testing approaches to build customer-centric experiences and operating models across Healthcare, Technology, Media and Telecommunications, Financial Services, Consumer and Retail industries

  • Drive Customer Experience economics and how metrics can positively impact revenue

  • Comfortable with data analytics, tying metrics to business value

  • Interface with the client, leading day to day relationship and meetings and driving to meet project plan and schedule with the team, serve as a leader and key team member in client projects and support progress against project milestones to help ensure timely execution of project deliverables

  • Review the deliverables and work product of associates and senior associates and provide direction and training as necessary

  • Supervise staff level engagement teams in the field, providing input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members


  • Minimum five years of recent management consulting experience in customer strategy and customer transformation related to improving customer strategy, customer profitability, customer retention and cross sell programs

  • Bachelor's degree from an accredited college/university; Masters/ Advanced degree from an accredited college/university preferred

  • Deep advisory experience in Customer Experience and Customer Experience Management (CEM) including understanding customer needs and preferences, experience journey design, customer profitability analysis, customer strategy business transformation, customer retention, customer engagement roadmap development

  • Demonstrated ability to analyze critical business requirements, identify deficiencies and potential opportunities and develop innovative methodologies for enhancing competitiveness, revenue and customer service offerings and manage multiple projects at once

  • Excellent written and verbal communication, facilitation and presentation skills

  • 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: 4

GF: 15292