Ross McLelland

Director, Customer Intelligence

KPMG Australia

Ross is a Director in KPMG Customer Intelligence, a specialist market and social research insights team within Customer Advisory.

He has more than 25 years of experience in assisting businesses and public services in Australia and UK become more customer-centric by bringing a clear voice of their stakeholders into their organisation to help guide strategic decision-making.

Ross helps his clients by providing deep insight from primary research to inform, develop and execute against their strategic customer ambitions. He employs a wide range of quantitative and qualitative methods to support market segmentation, brand strategy, customer experience, loyalty, proposition development and communications.

Ross joined KPMG in 2018 after enjoying 5 years at a major telecommunications company as General Manager of Customer Insights & Market Research. His role spanned domestic, global, retail, enterprise and new business. During this time he was responsible for developing new segmentation frameworks for consumer and business, media propositions, insights to help reposition their brand and build new insights tools to provide robust customer measurement of key business performance including sales, loyalty, brand health and customer experience.

  • Customer Revenue Growth
  • Customer analytics
  • Customer and Growth
  • Government and Public Sector
  • Management Consulting
  • Research and development
  • Retail
  • Social values and behaviors
  • Strategy
  • Telecommunications
  • BSc (Hons) Agribusiness, University of Aberdeen, 1994

  • MSc Marketing, University of Strathclyde, 1995

  • Full member, The Research Society