At Sutherland, we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) they're made for. We do that by combining human-centered design with the scale & accuracy of real-time analytics, AI, cognitive technology and automation.
Job DescriptionSutherland 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) they're made for. We do that by combining human-centered design with the scale & accuracy of real-time 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.
QualificationsOur most successful candidates have: -
Bachelor’s or Master’s degree in Business Analytics, Data Science, Statistics, Mathematics, Economics, or a related fieldQA ExperienceManaging global teamsClient and stakeholder managementAnalytical skillsImplementation of QA FrameworksHandson 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 BI-tools, 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 good-old-fashioned 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