Customer & Operations Consulting

JobsCloseBy Editorial Insights

KPMG Australia’s Customer and Operations role in Canberra offers an opportunity to drive transformations via customer experience, operating model design and process optimization. You’ll apply problem solving, analysis and project management to deliver results, supported by a team. To stand out, show how you translate customer needs into practical processes, apply continuous improvement methods such as Lean Six Sigma, and use design thinking for implementation, with exposure to CRM or design. Australian citizenship or eligibility for an Australian Federal Government security clearance is required; tailor your resume to highlight government experience, measurable results. KPMG values flexibility and inclusion, so demonstrate a learning mindset and adaptability.

Job Description

Job Description 

Our Customer & Operations team assists organisations across public and private sectors to drive sustainable improvements across their business. We craft strategies that boost efficiency and foster growth, from customer experience and growth strategies to operational excellence.  

In our Canberra office, our work focusses on crafting customer experience, designing operating models, optimising business processes, and enhancing supply chains across a wide array of transformational projects for our government clients. 

Join our team of highly talented and experienced professionals, with access to our deep pool of KPMG methodologies and global resources. 

Your Opportunity 

We currently have an exciting opportunity for an experienced professional with strong consulting capabilities to join our Customer & Operations team in Canberra.

You’ll apply your strategic problem solving, business and data analysis, report writing and project management skills to help solve complex problems and help to achieve great results for our clients. 

You will be supported by a high-performing, collaborative team that values your growth through ongoing learning opportunities, knowledge sharing, and leadership support. 

You will enjoy working in a flexible, inclusive and people-first environment, where your contributions are recognised, your wellbeing is prioritised, and your career ambitions are encouraged. 

Due to the nature of this role, candidates must be Australian Citizens and hold (or be eligible to hold) an Australian Federal Government security clearance.

How are you extraordinary? 

• You enjoy working alongside diverse and multidisciplinary teams to deliver tangible outcomes for our clients. 
• You have exceptional attention to detail, analytical ability, and problem-solving capabilities. 
• You have an interest and an appetite for taking on challenges/initiatives and contributing to the overall growth of our team. 
• You are enthusiastic about developing strong relationships with clients, colleagues and communities. 

Your Experience 

At KPMG, we believe diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our clients, and communities. To be considered for this opportunity, your qualifications, skills and experience could include: 

• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems 
• Experience undertaking business requirement analysis 
• Experience or exposure to the practical application of continuous improvement methodologies such as Human Centered Design, Lean, Six Sigma, or Systems Thinking 
• Experience in the use of design thinking as well as structured thinking to develop creative ideas for implementation 
• Proven ability to translate business and customer needs into best practice process and operational design requirements, with experience in implementing the designs within core and enabling processes 
• Experience in design or deployment of process automation to support improvements in efficiency, effectiveness or service 
• An understanding of the concepts of customer journeys and personas and how they play into creating innovative, market leading experiences 
• An understanding of CRM tools, customer analytics and/or other data management to drive insights for customer management strategies and improvement initiatives 
• Understanding or exposure to service design and Target Operating Model design and delivery.  
• Experience working with government clients is highly valued. 

Qualifications

• Australian security clearance, or the ability to obtain one. 
• 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.