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Customer Experience Strategist

2 weeks ago

Tarlac City, Central Luzon, Philippines Sutherland Full time
Job Description:

Sutherland is a global leader in driving business and digital transformation, partnering with iconic brands worldwide to deliver revenue growth and operational efficiency.

We are seeking a visionary and customer-focused Lead-Customer Experience to join our team. As the Lead-Customer Experience, you will be responsible for driving excellence in customer satisfaction and overseeing the continuous improvement of our customer experience strategies.

  • Main Responsibilities:
  • Develop and implement innovative customer experience strategies aligned with organizational goals
  • Lead and mentor a team of customer experience professionals, fostering a collaborative and customer-centric culture
  • Analyze customer feedback, metrics, and KPIs to identify trends and areas for improvement
  • Collaborate with cross-functional teams to enhance customer journey touchpoints and resolve pain points
  • Design and oversee the implementation of process improvements to streamline customer interactions
  • Create and maintain detailed reports on customer experience performance for senior management
  • Proactively identify opportunities to elevate the customer experience and drive customer loyalty
  • Ensure compliance with customer service standards and best practices across the organization
  • Manage and optimize customer feedback systems and CRM tools
  • Stay updated on industry trends and incorporate best practices into our customer experience strategies

Key Qualifications:

  • Six months experience in process transformation
  • Ability to work in MS Office
  • Ability to work in a fast-paced environment
  • Proactive ability in developing trust and professional rapport with employees and team members; work as a team player
  • Strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements
  • Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner