KPMG has promoted Tim Knight, who joined the firm with the acquisition of Nunwood, to the role of Managing Director at KPMG Nunwood. In his new role, Knight will take responsibility for the subsidiary’s strategy, client portfolio and people. Among his key tasks are expanding the unit’s Customer Experience Excellence Centre and developing its Fizz technology offering.
Tim Knight started his career in the consulting industry at Nunwood in 2002. Over a period of eight years he became a Director at the firm, following which, in 2011, he was promoted to Partner and Chief Commercial Officer. In his last role at the firm, which was acquired by KPGM in 2015, Knight was a Senior Partner. Knight played a large role at the firm transforming the full-service consultancy into a specialist consultancy focused on customer experience research, consulting and technology. Following the acquisition by the Big Four, Knight, who studied philosophy at the University of Leeds, took the role of Director at KPMG, and is part of the leadership team responsible for the integration of the two firms, while continuing to manage the commercial side of KPMG Nunwood.
The acquisition of Nunwood provided KPMG with expanded specialist capabilities in, among others, customer experience research – for which the subsidiary recently won an award for ‘Best Thought Leadership’ from the MCA. Knight’s promotions sees him takes on a Managing Director position within KPMG Nunwood, where he will be responsible for people, client experience, strategy, growth and innovation. The role, in particular, will see Knight focus on expanding the KPMG Nunwood Customer Experience Excellence Centre, which supports more than 920 global brands with customer best practice. In addition he will further develop and rollout KPMG Nunwood’s Fizz solution, a technology which helps clients gain insight in the ‘Voice of the Customer’.
Nigel Slater, Head of Management Consulting at KPMG, remarks: “Tim will play a crucial role to grow our customer experience expertise and help our clients improve the service they offer to their customers. Tim will integrate KPMG Nunwood’s work into our wider management consulting practice, linking with the customer technology we provide, from digital and mobile analytics to CRM.” KPMG Nunwood’s leadership team further consists of David Conway, Luke Allen and David Herron.
Commenting on his new role, Knight says “We joined KPMG a year ago, to help clients use research, technology and customer journey design to build better, fairer, faster growth businesses. As a result, we have grown: most significantly by building deeper relationships with existing clients. We have radically upgraded our Fizz: Voice of the Customer software platform, drawing on support from KPMG’s global technology practice. Looking ahead, there are significant, exciting opportunities to evolve our client services whilst creating impactful, highly rewarding careers for our colleagues.”
According to a recent study by KPMG Nunwood, poor customer experience is costing UK's four largest banks – Barclays, HSBC, Lloyds and RBS – up to £3.7 billion in foregone revenue in the period between 2015 and 2018.