Customer Experience Manager

Join the digital revolution, helping us to optimise the customer experience and to develop predictive models for customer behaviour.

By joining our Digital customer team, you will be part of the biggest revolution underway, rethinking the customer experience from a digital perspective, steering customer-centric transformation programmes, harnessing the potential of data to map, plan and improve customer lifecycle management.

You will join our rapidly-expanding team of young talents, which stands out for the quality and scope of its innovative projects, at our Rome office.

Your abilities and motivation to learn will be the key to success. You will be involved in large-scale transformation projects for major Italian and international clients.

Specifically, your tasks may include:

• mapping and redesigning the customer experience throughout the customer journey, with the aim of optimising omni-channel engagement while also streamlining the enabling operating processes;
• developing customer listening and feedback system, correlating them with operating performance in order to identify customer-driven transformation initiatives;
• managing large-scale digital transformation projects helping companies to innovate their development processes for the launch of new products and services;
• developing analytical models, incorporating internal and external signals in order to maximise the use of data in designing the customer experience and/or developing new services.

The ideal candidate must have:

• passion and a strong desire to transform and impact the customer experience;
• more than five years of experience in similar consulting services in the customer area;
• a degree in business, engineering or quantitative marketing;
• an excellent knowledge of English, preferably with study and/or work experience abroad.
   

Experience in one or more of the following fields:

• customer experience excellence; 
• digital transformation and the development of new digital relationship channels (apps, websites, social media, etc.);
• customer value management/customer data and analytics;
• customer care optimisation and CRM;
• the development and digitalisation of sales networks and store networks.

You are a problem solver and never lose sight of your goals. You have strong interpersonal skills and are a team player. Your motivation and enthusiasm inspire confidence and empower change. You enjoy taking on challenges and are comfortable in fast-changing situations where your leadership abilities make the difference. You have a systematic view of the issues to be solved and a logical, ordered thought process driven by facts and figures.

KPMG Advisory S.p.A. is an equal opportunity employer.

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