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Associate Manager-Customer Experience
4 weeks ago
Overview
Sutherland Clark Freeport and Special Economic Zone
Company Description Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ and customers — a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible — instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc., to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance.
Job Description
The Customer Experience Associate Manager oversees the overall activities of the Customer Experience (CE) program. This includes CE Observations, team-level reports, program-level analysis, calibration sessions, and the Continuous Improvement (CI) Framework deployment. Responsibilities include owning the deployment and completion of the CE delivery plan for the program, managing observations and customer experience survey results to improve performance, implementing standard quality practices to enable delivery of exceptional customer experience measured through survey responses, and delivering process-level insights to stakeholders. The role requires expertise in data analysis using CE tools, and involves people development initiatives for CE Specialists and providing opportunities for team members to improve. The candidate will communicate with all program stakeholders (clients/department heads and team members) to represent the CE Team.
Responsibilities- Own deployment and completion of the CE delivery plan for the program.
- Manage observations and Customer Experience survey results to improve performance.
- Execute standard Quality practices to enable delivery of exceptional customer experience.
- Deliver process-level insights to stakeholders and provide expertise in data analysis using CE.
- Lead a Continuous Improvement Framework deployment and CI initiatives.
- Manage team productivity and effectiveness using structured performance approaches.
- Lead people development initiatives for CE Specialists and foster continuous improvement opportunities.
- Communicate effectively with all program stakeholders to represent the CE Team.
- Creativity, proactivity, and a bias for action.
- Experience with marketing, organizational development, psychology, or customer experience.
- Exceptional project leadership skills, attention to detail, and good problem-solving sense.
- Experience aggregating and analyzing customer feedback is preferred; foundational data analysis is required.
- Ability to inspire others to action and to influence without authority.
- Ability to create Customer Journey Maps and Employee Journey Maps; identify opportunities for process or design improvements.
- Passion for learning and learning agility.
- Excellent written communication skills.
- Proficient computer skills: Microsoft Windows, Word, PowerPoint, Excel.
- Strong research skills, professional demeanor and appearance, attention to detail, and organizational skills.
- Mid-Senior level
- Full-time
- Quality Assurance
