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Associate Director - Customer,...

KPMG is one of the most trusted and respected global professional services firms. Through depth of expertise, clarity of insight and strength of purpose we help our clients solve complex challenges, steer change, strengthen, transition and grow. We are looking for talented people who share our purpose of inspiring confidence and empowering change for our clients, our people and our communities.

KPMG's Customer, Brand and Marketing Advisory (CBMA) division helps our clients bring greater value to their customers and the citizens of Australia. Our objective is to revitalise our clients' focus on citizen and customer value by employing deep customer insight, driving customer engagement, and deploying best-in-class customer research and design methods.

Why now and why us?

90% of global CEOs believe that by 2020 they will be competing on customer experience alone. In the public service, this experience manifests itself in an ever increasing expectation for improved government services.  Help us by being part of a dynamic fast growing, market leading team who are passionately committed to helping our clients succeed in rising to this challenge and re-shaping the future of the Australian Public Service.

KPMG’s CBMA practice helps our clients to put their customers and citizens at the heart of what they do, to transform performance and meet strategic objectives.

In less than 10 months, we’ve assembled a team of inspirational industry leaders and extraordinary people who are high performers and passionate about what they do.

We’re in great shape to take our consulting practice to the next level and we have a limited number of roles for insightful, hardworking, high performing, customer-focused consultants now.

We’re now searching for an exceptional individual to focus on growing our CBMA practice in Canberra. You will build customer centric capabilities and methodologies, collaborate in marketing, business development and project delivery activities in the Canberra market with a particular focus on growth in Federal Government

This is how you’ll contribute

You’ll be a key member of the CBMA team, and your role will see you:

  • Provide clients with strategic, financial and commercial advice, including insights and recommendations enabled by Customer Experience methodologies such as Design Thinking and Human Centred Design, structured thinking, other technical knowledge and exceptional communication skills.
  • Manage client deliverables and expectations, including drafting client reports and presentations, as well as developing and building relationships.
  • Collaborate closely with the teams from other KPMG service offerings to ensure our approach offers a holistic solution for our clients and effectively integrates customer centric and citizen methods to deliver tangible change.
  • Manage the delivery of KPMG service offerings across citizen and customer experience and design, Design Thinking, service transformation, citizen-centric public services, and customer and citizen strategy.
  • Play a key role in identifying opportunities for future service delivery, participating in business development initiatives and driving the CBMA vision both within KPMG and the broader community.
  • Play an active role in supporting the development of the CBMA team and fostering a collaborative and inclusive culture of work.
  • Manage day to day engagements with clients and KPMG teams to understand root cause issues facing customers and citizens, identify potential solutions and articulate business benefits.
  • To support the recruitment, growth and development of more junior team members through technical customer centric methodology training, skills coaching and mentoring.

Your expertise and how you’re extraordinary

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities.

You’re likely to have a consulting, design, marketing, economics or sales background coupled with:

  • Strong interest in customer and citizen experience, customer and citizen-centric design and improvement, customer measurement, and development of customer centric and innovation cultures.
  • Highly developed written and verbal communication particularly when communicating on an engagement to a wide range of stakeholders up to and including senior SES level.
  • Ability to manage all aspects of a project including facilitating workshops, influencing and guiding key stakeholders and mentoring team members.
  • Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems.
  • Ability to juggle competing demands and work in a dynamic environment.
  • Ability to attract, grow and retain a team.
  • Appropriate tertiary qualification/s are desirable
  • Experience at a Management Consultancy firm in a similar capacity is highly desirable.

The KPMG Difference

Our people are focused on creating an inclusive and diverse culture that strives for equity and embraces, respects and values differences. We value the variety of unique experiences, qualities and characteristics our people possess and we share and learn from each other.

We are proud to be consistently recognised as an employer of choice for women, and for our achievements in LGBT+ workplace inclusion.

Our commitment to ‘Flexibility’ allows our people to manage the changing demands of work, personal or family life. Explore the links below to hear our people share their experience @ KPMG:

Flexibility empowers wellbeing

Flexibility enables contribution to the community

Flexibility inspires technology & innovation

Flexibility supports family


Make KPMG the clear choice for your career and be extraordinary!

Date Posted
Canberra, ACT
Job Type
Full Time, Permanent
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