Manager-Customer Experience

4 weeks ago

Morong, Philippines Sutherland Full time
Overview

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.

Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. 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

Responsibilities
  • 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.
  • Build 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
  • 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
Additional Information
  • 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

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