Assoc Mgr-Customer Experience

Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

 

The Customer Experience Associate Manager looks after the overall activities of the program Customer Experience (CE) Team that includes CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment

Champions program implementation of Continuous Improvement Framework

Own deployment and completion of CE delivery plan for the program

Observations and Customer Experience (survey) results to improve performance

Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns

Manage team productivity and effectiveness using a structured approach to manage performance

Deliver process-level insights to stakeholders and have expertise in data analysis using CE Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to  constantly improve

Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team

Our most successful candidate will have:

Six months experience in process transformation

Ability to work in MS Office

Ability to work in a fast-paced environment

Pro-active ability in developing trust and professional rapport with employees and team members., work as a team-player

Strong analytical skills., be able to interpret data, identify trends, and make suggestions for improvements

Strong verbal and written communication skills., be able to communicate in a clear, constructive, and professional manner

All your information will be kept confidential according to EEO guidelines.