Manager - Customer Experience

Sutherland is seeking an organized and reliable person to join us as a Manager Customer Experience. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed we want to work with you!  

Company Description

At Sutherland we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) theyre made for. We do that by combining humancentered design with the scale & accuracy of realtime analytics AI cognitive technology and automation.

Job Description

Customer Experience Managers in this role get to: 

Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity and so that the manager can champion the voice of the customer.

Ensure compliance: with key initiatives tracking complaints reporting on status and manage projects that result in identified issues being prevented or mitigated for future customers. Built a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience. 

Qualifications :

Our most successful candidates have:

• Bachelors or Masters degree in Business Analytics Data Science Statistics Mathematics Economics or a related field
• QA Experience
• Managing global teams
• Client and stakeholder management
• Analytical skills
• Implementation of QA Frameworks
• Handson experience with Speech/Text analytics in providing meaningful insights identifying emerging trends understand customer/agent behaviours.
• Experience in QA framework automation in using business intelligence (BI) tools like Tableau Power BI Speech analytics Minibot.
• Experience in digitize and automate the reporting process using BItools RPA API Machine Learning RDMS in deploying Visual Dashboard using BI Platform.
• Experience in Financials. in Cost allocation Budgeting preparation of Latest cost estimates Review resource ratio Review Budget to Actual cost performance.
• Experience with advanced analytics techniques such as machine learning predictive modeling or optimization.
• Knowledge of data visualization tools (e.g. Tableau Power BI D3.js).
• Creativity proactivity and have a bias for action
• Experience with marketing organizational development psychology or customer experience Exceptional project leadership skills an eye for details and goodoldfashioned common sense
• Experience aggregating and analyzing customer feedback is preferred but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority is absolutely necessary Ability to create Customer Journey Maps Employee Journey Maps identify opportunities for improved process or design
• Passion for learning/learning agile
• Excellent written communication skills Good computer skills: working knowledge of Microsoft Windows Word PowerPoint Excel 
• Exceptional research skills
• The ability to exude a professional demeanor and appearance Attention to detail and excellent organizational skills

Remote Work :

No

Employment Type :

Fulltime