Manager, Customer Experience at KPMG Nigeria

KPMG is a global network of independent professional services firm with deep expertise in the provision of audit, tax and advisory services to clients in various industries and sectors of the economy. The Firm is well represented in Nigeria and across the African continent, with the objective of providing exceptional and quality services to multinational, regional and local clients and to enhance the product offerings in certain previously under-serviced markets.

We are recruiting to fill the position below:

Job Title: Manager, Customer Experience

Location: Victoria Island, Lagos
Employment Type: Full-time

Overview
We are recruiting Managers to join our fast-growing Customer Experience team focused on:

Customer Strategy
Customer Experience Design
Design-led Innovation
Customer Insights & Analytics
Sales & Marketing Transformation.

The Role
Your key responsibilities:

Support clients on their customer experience and digital transformation journeys
Help clients define and deliver transformational experiences for their customers and employees that drive innovation
Support client workshops using collaborative methods such as design thinking and agile methodology
Present insights and recommendations enabled by strategic thinking, technical knowledge and strong communication skills
Lead work stream and analysis on engagements and take responsibility for small teams when required
Contribute to thought leadership and knowledge management.

The Person

8+ years prior consulting experience or significant experience in one or more of the following industries: financial services, FMCG and telecoms
Experience across digital strategy and delivery, customer strategy, customer experience design, journey design, innovation and product/proposition design
An understanding of design thinking methodologies and its application to UX/CX
Experience or qualifications in Agile / Scrum would be a plus
Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
Strong attention to detail
Excellent written and verbal communication skills
Ability to work collaboratively in a team environment
Very good proficiency in MS Office suite is essential
Has a 2.1 or a first class from any reputable university.