Customer Insight Specialist at KPMG Global Services

Overview

KPMG Global Services (KGS) India functions as a strategic global delivery organization supporting over 50 KPMG firms by crafting scalable and tailored solutions for business needs. Operating from eight Indian locations including Bengaluru and Pune, KGS offers a wide range of advisory and tax services globally, employing approximately 21,000 professionals.

Role Description

This position is based in Bangalore or Pune and requires candidates with 3 or more years of experience specifically in customer insights, statistical analysis, research, and customer mapping. Candidates must have prior banking sector experience. The role focuses on the design and execution of customer intelligence and research programs in an AI-enabled environment to support insight-driven decision-making.

Key Responsibilities

• Lead and oversee various research initiatives such as qualitative studies, community engagements, and ad hoc research ensuring timely delivery, stakeholder coordination, and active participant involvement.
• Contribute to research design and methodology by choosing suitable approaches, preparing surveys and discussion guides, and integrating varied insight sources to address key business queries.
• Generate practical customer insights via research, exploratory and desk studies, and utilizing platforms including Medallia, transforming results into actionable business guidance.
• Promote innovation within customer intelligence by engaging in AI-driven research techniques, developing dashboards and digital insight products, and continuously improving insight capabilities.
• Uphold high standards in research quality and maintain strong partnerships with stakeholders, fostering collaboration among diverse teams spread across onshore, offshore, and third-party locations.

Professional Qualifications and Experience

• Preferably an MBA from a reputed institute.
• Relevant experience within consulting, professional services, or Big 4 firms specifically with offshore-onshore coordination roles.
• Between 3 to 8+ years of industry experience.
• Proven ability to manage and engage with senior stakeholders and work beyond one's immediate expertise.
• Excellent verbal and written communication skills, capable of collaborating with both offshore and onshore clients.
• Substantial experience working with international clients.

Skills and Behavioral Attributes

• Organized and capable of performing under pressure.
• Adaptable to fast-changing priorities in a demanding, results-driven team environment.
• Detail-oriented with high accuracy in data presentation.
• Committed to maintaining data confidentiality and adhering to risk management policies.
• Prepared to travel internationally for long durations if necessary.