Junior Customer Experience Consultant

About the role

KPMG is looking for a motivated Junior Consultant to join its Customer Advisory team in Bologna. You will work on customer‑centric transformation projects, using data and analytics to improve the entire customer lifecycle for leading organisations.

Key responsibilities

• Define market sizing, identify trends, opportunities and threats in the customer‑experience space.
• Benchmark competitors through quantitative analysis and uncover differentiating opportunities.
• Analyse and segment customers, map journeys, and pinpoint moments of truth, pain points and delight opportunities.
• Evaluate Voice‑of‑Customer data and close feedback loops.
• Assess performance of digital marketing channels (search, social, mobile) across the journey.
• Develop an evolving customer strategy for digital and traditional channels, prioritise initiatives and create detailed action plans.
• Re‑engineer digital processes, design road‑maps and propose organisational changes.
• Design strategic control scorecards and support launch of new digital initiatives, including e‑commerce growth plans.
• Calculate cost‑benefit analyses and build comprehensive business plans.

Required profile

• Master’s degree in Engineering or a quantitative discipline with strong academic performance.
• Comfortable working with numbers, big data and quantitative analysis.
• Excellent command of English, preferably with international study or work experience.

Required skills

• Proficiency with the Microsoft Office suite (Excel, PowerPoint, Word).

What we offer

• Opportunity to work on high‑impact projects for global clients.
• Collaborative and inclusive work environment.
• Professional development and mentorship within a leading advisory firm.