Corporate Transformation, Customer Experience Director
KPMG in Singapore is part of a global organization of independent professional services firms providing Audit, Tax and Advisory services. We operate in 138 countries and territories with more than 276,000 partners and employees working in member firms around the world. Each KPMG firm is a legally distinct and separate entity and describes itself as such. KPMG International Limited is a private English company limited by guarantee. KPMG International Limited and its related entities do not provide services to clients.
Job Description
At KPMG, our Customer team is at the forefront of innovation and excellence, driving impactful change for organisations worldwide. We collaborate with our colleagues within the Corporate Transformation division to deliver four key service pillars: CIO Advisory, Finance Transformation, Customer Transformation, and Org Transformation. These transformative pillars are supercharged by our Data & Analytics team, which turns raw data into actionable intelligence, and our Digital Village team, a hub of creativity where innovation and technology converge to deliver groundbreaking solutions.
We empower global clients across sectors, with a special emphasis on Financial Services, Public Sector, Retail and Healthcare & Life Sciences industries to make data-driven, customer-centric decisions that enhance customer satisfaction, loyalty, and business results. Our work revolves around designing and implementing strategies and technologies to deliver Total Experience (TX) – empowering organisations to create cohesive, outstanding experiences that resonate with their customers and drive value.
In addition to our core expertise, we are continuously exploring AI-driven solutions to help clients uncover deeper insights, deliver personalised experiences, and future-proof their customer strategies.
We are seeking an experienced Director to lead and grow our Customer Experience (CX) and Marketing consulting practice in Singapore. This is a senior client-facing and practice leadership role, responsible for shaping and delivering large-scale CX transformation, marketing strategy, and digital customer engagement programs for leading organizations in Singapore and across Southeast Asia.
The successful candidate will combine deep subject-matter expertise in customer experience and marketing with strong commercial acumen, team leadership, and the ability to build lasting client relationships at the C-suite level.
As a Customer Experience Director in our team, you will be responsible for:
Practice & Business Leadership
- Own and grow the CX and Marketing consulting portfolio in Singapore, contributing to the firm’s broader Customer & Digital practice strategy across the region
- Identify, shape, and win new business opportunities; lead proposal development, pricing, and commercial negotiations
- Build and maintain a strong pipeline of opportunities with existing and prospective clients across sectors (financial services, public sector, retail, and healthcare and life sciences)
- Contribute to the firm’s thought leadership agenda through publications, client events, and industry forums
Client Delivery
- Lead complex, multi-workstream engagements spanning CX strategy, journey design, marketing transformation, brand strategy, MarTech, and customer analytics
- Act as the primary point of contact for senior client stakeholders, ensuring high-quality delivery and strong client satisfaction
- Bring structured problem-solving and pragmatic, commercially grounded recommendations to client challenges
- Oversee engagement economics, risk management, and quality assurance across projects
People Leadership
- Lead, mentor, and develop a team of consultants and managers, fostering a high performance culture
- Support recruitment and capability-building initiatives to scale the practice
- Act as a career counselor/coach for team members, contributing to broader talent development within the firm
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The ideal candidate should possess:
- At least 12 years of relevant experience in customer experience, marketing strategy, or digital consulting, ideally within a top-tier consulting firm, agency, or in-house leadership role
- Proven track record of leading large-scale CX or marketing transformation programs and managing senior client relationships
- Strong commercial experience — business development, proposal writing, and P&L or portfolio ownership
- Deep knowledge of CX frameworks, journey mapping, marketing effectiveness, brand strategy, and customer analytics; familiarity with MarTech/CX platforms (e.g., Adobe, Microsoft, Salesforce, Braze) is a plus
- Experience working across Southeast Asian markets, with strong understanding of regional consumer behavior and market dynamics
- Bachelor’s degree required; MBA or relevant postgraduate qualification preferred
- Excellent stakeholder management, communication, and presentation skills
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Only shortlisted candidates will be contacted by KPMG Talent Acquisition team, personal data collected will be used for recruitment purposes only.
At KPMG in Singapore we are committed to creating a diverse and inclusive workplace. We believe that diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. As an equal opportunity employer, all qualified applicants will receive consideration for employment regardless of age, race, gender identity or expression, colour, marital status, religion, sexual orientation, disability, or other non-merit factors. We celebrate the different talents that our people bring and support every staff member in their journey to achieve personal and professional growth. One of the ways we do this is through Take Charge: Flexi-work, our flexible working framework which enables agile and innovative teams to help deliver our business goals.