**Business Title:** Senior Associate, Service Transformation Financial Services
**Requisition Number:** 83535 - 66
**Function:** Advisory
**Area of Interest:**
**State:** NY
**City:** New York
**Description:**
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 Senior Associate in Customer & Operations for our Consulting (https://advisory.kpmg.us/) practice.
Responsibilities:
+ Lead client engagements and work streams that help assess, design and implement capabilities across human and digital service touchpoints with a focus on improving the customer experience and reducing the cost-to-serve, from strategy through execution
+ Help craft the design of next generation operating models that support customer service journeys before, during, and after the sale of a company's product and services
+ Conduct qualitative and quantitative analysis on data for operational performance, customer satisfaction, and financials (e.g., cost-to-serve)
+ Assist in creation of project deliverables including, but not limited to: maturity assessment, gap analysis, service journey mapping, operating model design, service technology use cases and requirements, process mapping, service segmentation, KPIs and scorecards, recommendations, roadmaps, and financial business case
+ Assist in proposal development, creation of statements of work, and other new business development activities across clients
+ Assist with practice development activities such as development of methodologies, playbooks, toolkits, and thought leadership
Qualifications:
+ Minimum three years of management consulting experience with focus working in customer service, client services, contact center environment (multi and omni-channel), customer support, or digital customer field, with minimum three years of experience leading teams; Management Consulting experience is required
+ Bachelor's degree in a related field from an accredited college/university; MBA is preferred
+ Functional knowledge in three or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, workforce management, technology support, field services, customer service technology and integration across channels, reporting/metrics/KPIs, and vendor/contract management
+ Experience working in either retail/commercial banking, insurance, wealth/asset management industries with specialization in designing and/or implementing process/technology improvements grounded in leading customer service and customer experience techniques
+ Familiarity with service technologies including, but not limited to: cloud solutions (e.g., Five9, Nice inContact, Genesys, Salesforce, ServiceNow, Microsoft), artificial intelligence, case management, quality assurance, workforce management, knowledge management, and computer telephony integration
+ Experience in conducting analysis against benchmarks, producing recommendations, developing business cases, and performing implementations as a result of analysis and recommendations
+ Must be able to travel (up to 50%)
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, age, 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 (https://assets.kpmg.com/content/dam/kpmg/us/pdf/2018/09/eeo.pdf) contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.
KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law. In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site).
**GL:** 5
**GF:** 15292
