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Customer Experience Transformation Specialist

3 weeks ago

Tarlac City, Central Luzon, Philippines Sutherland Full time

**About Us**

Sutherland is a global leader in driving business and digital transformation. Our team of experts has partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

**Job Description**

The Customer Experience Analyst plays a crucial role in completing customer experience observations required for the program. This involves working closely with teams to champion customer experience initiatives and actions, ensuring continuous improvement.

  • Deliver team-level analysis to assigned teams and identify opportunities to improve customer experience performance (CSAT, Issue Resolution, ASAT).
  • Drive better quality of customer interactions and processes that lead to customer satisfaction through proper identification of defects and root causes.
**Qualifications**

To be successful in this role, you will need:

  • At least six months of experience in process transformation.
  • Proficiency in MS Office.
  • Able to work in a fast-paced environment.
  • Proactive ability to develop trust and professional rapport with employees and team members, and 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.