Latest appointments include experienced customer leader from Telstra
KPMG Australia has appointed a customer experience (CX) trailblazer to its customer, brand and marketing advisory (CBMA) team, along with other experienced CX and marketing executives, in an effort to become more customer-focused.
Jenny Roche is now a partner for the CBMA team. Roche has over 25 years’ experience, including 15 years at Telstra, where she held a number of senior executive roles including inaugural head of customer experience. Starting her career at the coalface in customer-facing roles at Myer and Telstra, Roche has also founded and run her own consulting business. She was previously at EY, where she led the customer advisory practice nationally.
KPMG CBMA partner-in-charge, Amanda Hicks, said she is delighted to add Roche to the senior leadership team.
"She brings a unique perspective and unrivalled experience in helping organisations re-align towards their customer needs,” she said.
Amrita Bhattacharyya also joins KPMG as a director. Bhattacharyya joins from Suncorp, where she was head of customer strategy and experience design, responsible for marketplace definition and execution across both banking and insurance.
Samantha Clark has also been appointed as a director, and was previously at Super Retail Group, where she was group general manager of marketing operations. She has over 20 years' marketing and strategy experience across FMCG, media, medical, travel, education, and retail.
Another new director, Jinglu McLay, joins from Nous Group, where she was a director of business and digital strategy.
Roche said in this world of change, one thing is constant: To drive sustainable growth, organisations must understand customers and structure their organisations to deliver to their ever-evolving needs.
"To make the right strategic decisions, now more than ever organisations need a true 360-degree view of their customer. I’m excited to be joining KPMG where the team brings the best of consulting, in-house and agency experience. As we move into 2020, our goal is to empower our clients to be truly customer-centric organisations,” she said.
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