Mark Guinibert

Mark Guinibert has over 20 years Customer Advisory experience and is responsible for leading the UK Customer Advisory practice in Management Consulting. While the practice he leads covers all industries and sectors, Mark focuses on the banking sector. His key areas of experience include: leading the design and delivery of web and mobile banking solutions for retail and commercial banks, using digital (web and mobile) solutions to deliver operational efficiencies and superior customer experience, managing the implementation of a multi-channel digital solution into branch and contact centres, customer experience and customer journey assessment across multiple clients and business processes, managing the design and implementation of large scale CRM programs in corporate banks, developing compelling business cases and economic assessments for complex channel and distribution programmes, and developing channel migration strategies using innovative techniques (e.g. behavioural economics and nudge theory). Mark is also responsible for the KPMG Digital and Mobile Solutions team and for the KPMG Nunwood Customer Experience practice. Mark has also worked for extended periods in the US and Netherlands.