Customer Experience Senior Consultant

<p><strong>Join the digital revolution, helping us to optimise the customer experience and to develop predictive models for customer behaviour</strong></p> <p> </p> <p><strong><em>Do Work That Matters </em></strong><strong>- Your role and responsibilities </strong></p> <p>Do you want to pursue a profession that is truly meaningful and impactful? At KPMG, you will have the opportunity to help clients, the company and colleagues address and solve the most current and complex challenges. <strong>KPMG Advisory </strong>offers consulting services to companies to assist them in business model transformation, process improvement and digitisation, risk analysis and management, and support in extraordinary finance transactions.</p> <p>When you join our <strong>Customer Strategy Team</strong> in<strong> Milan</strong>, you will be part of the biggest revolution underway, rethinking the <strong>customer experience from a digital perspective</strong>, steering customer-centric transformation programmes, harnessing the potential of data to map, plan and improve customer lifecycle management.</p> <p> </p> <p>Specifically, you will be tasked in:</p> <ul type="disc"> <li><strong>Mapping and redesigning the customer experience throughout the customer journey</strong>, with the aim of optimising omni-channel engagement while also streamlining the enabling operating processes</li> <li><strong>Developing customer listening and feedback system</strong>, correlating them with operating performance in order to identify customer-driven transformation initiatives</li> <li><strong>Managing large-scale digital transformation projects</strong> helping companies to innovate their development processes for the launch of new products and services</li> <li><strong>Developing analytical models</strong>, incorporating internal and external signals in order to maximise the use of data in designing the customer experience and/or developing new services</li> </ul> <p><strong><em> </em></strong></p> <p><strong><em>Come As <a name="_Int_yZQD4mJ8"></a>You Are - Your skills and characteristics </em></strong></p> <p> </p> <p>This is the perfect opportunity for you if you have:</p> <ul type="disc"> <li>Passion and a strong desire to transform and impact the customer experience</li> <li><strong>At least 4-5 years of experience </strong>in similar consulting services in the customer area</li> <li>A degree in business, engineering or quantitative marketing</li> <li>An excellent knowledge of English, preferably with study and/or work experience abroad<br/><br/></li> </ul> <p>Experience in one or more of the following fields:</p> <ul type="disc"> <li><em>Customer experience excellence</em></li> <li><em>Digital transformation and the development of new digital relationship channels (apps, websites, social media, etc.)</em></li> <li><em>Customer value management/customer data and analytics</em></li> <li><em>Customer care optimisation and CRM</em></li> <li><em>Development and digitalisation of sales networks and store networks</em></li> </ul> <p> </p> <p><strong><em>Your Future With Us - What you’ll find at KPMG</em></strong></p> <p> </p> <ul type="disc"> <li>An <strong>inclusive</strong> and equitable <strong>work environment</strong> that respects, encourages and values <strong>diversity</strong></li> <li>A challenging and dynamic environment that encourages<strong> creativity</strong> and <strong>teamwork</strong></li> <li><strong>Hybrid</strong> work arrangements to promote a healthy work-life balance</li> <li>Advanced <strong>training</strong> and development programmes to stay current</li> <li><a name="_Int_dxQRXY7F"></a><strong>International mindset</strong> and <strong>innovative projects</strong></li> <li>Initiatives focused on <strong>mental and physical well-being</strong></li> </ul> <p> </p> <p><strong><em>Together for Better – Our values and commitment</em></strong></p> <p>Leadership, teamwork, respect every individual, continuous learning, transparency, commitment to the community and integrity. These are the <strong>KPMG</strong> <strong>values </strong>that create an environment that encourages the sharing of ideas and knowledge, so our professionals can <strong>achieve their full potential</strong>.</p> <p>As a result of our commitment to fostering an <strong>inclusive work</strong> environment, our Network complies with the standards of the <strong>ISO 30415</strong> requirements, on the Diversity and Inclusion Management System, and <strong>UNI PdR 125</strong>, relating to gender equality. Within our <strong>Impact Plan</strong> - <a href="https://kpmg.com/xx/en/about/our-impact-plan.html">Our Impact Plan (kpmg.com)</a> - you will find summarised all the <strong>concrete actions</strong> we are taking on environmental, social and governance (<strong>ESG</strong>) issues. <strong> </strong></p> <p> </p> <p><strong>Join us!</strong></p> <p> </p> <p><em>Your data will be processed in full compliance with the provisions of Regulation (EU) no