Senior Consultant - Customer & Operations Advisory

Job Description

Our Customer and Operations Advisory team continues to grow, assisting leading organisations across public and private sectors driving sustainable improvements across their business.  

 Our projects focus on crafting the customer experience, designing operating models, optimising costs, and enhancing supply chains. By refining business operations, we enable organisations to serve communities better. 
 
Working with KPMG you will consult on client projects, translating business and customer needs into target operating models, operational requirements and working processes. You will contribute to identifying changes and recommend solutions that will typically involve a combination of customer centricity, process and value stream analysis, operational management, continuous improvement, organisational change and digital transformation outcomes leading to innovative operations. 
 
Join our team of highly talented and experienced professionals, with access to powerful KPMG methodologies and global resources. 
 
Your Opportunity 
 
As a Senior Consultant in our Customer and Operations team, you’ll be looking to build on your early career experience and to gain exposure to new and more complex challenges. You are ready to take ownership of key project delivery tasks, under direction from a manager or workstream leader.  

You’ll apply your strategic problem solving, data analysis, report writing and project management skills to contribute to solving complex client problems. You’ll have opportunity to build and apply your skillset in operational management, stakeholder and customer experience and engagement, and research and business analysis. 

You’ll hone your client relationship skills, harnessing your truly customer centric approach and passion for achieving great results for your client. 
 
Key responsibilities will include 
 

• Taking direction from managers and project leadership in the execution of work activities on client projects, and starting to supervise and coach less experienced team members 
• Providing input and contributing to the planning and delivery of projects including work plans, timelines, project management and work tasks 
• Contributing to the delivery of transformation programs that integrate business and technology to deliver business value for a range of organisations 
• Contributing to the design and delivery of stakeholder engagement and customer experience programs that create insight and translate findings into actionable outcomes 

 
 
How are you extraordinary? 
 
You are able to digest, distil, and communicate complex concepts in both written and verbal forms. 
 
You are analytically minded and enjoy applying structured thinking and analysis techniques to complex problems. 

You are eager to progress your professional growth and career, working collaboratively within a multi-disciplinary team. 

Our values resonate with you and you are excited to contribute to our culture of integrity, excellence, and collaboration. 

 
Your Experience 
 
At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. We are open to a range of different skillsets for this role. To be considered for this opportunity, your qualifications, skills and experience should include some or all of the below  
 
 

• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems 
• Intermediate understanding of and experience in applying business data analytics capabilities for both qualitative and quantitative methods and datasets 
• Understanding or exposure to service design and Target Operating Model design and delivery 
• Experience or exposure to stakeholder engagement, consultation and strategic communication frameworks and methodologies 
• Experience or exposure to any of the following sectors is desirable: EMP (Energy, Utilities and Mining), IGH (State and Local Government, Higher Education), and Defence Industry.
• Highly regarded: Intermediate understanding of fundamental research principles and ability to apply to qualitative and quantitative methods
• Highly regarded: Experience or exposure to the practical application of continuous improvement methodologies (for example, Human Centered Design, Lean, Six Sigma, TPS, Systems Thinking, TQM or MOS) 
• Highly regarded: Proven ability to translate business and customer needs into process and operational design requirements, with experience in implementing the designs within core and enabling processes 
• Highly regarded: Experience in design or deployment of process automation to support improvements in efficiency, effectiveness or service is desirable 
• Highly regarded: An understanding of the concepts of customer journeys and personas and how they play into creating innovative, market leading experiences 

Qualifications

A supporting tertiary qualification is highly advantageous

Additional Information

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth. 

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.