Associate Manager-Customer Experience

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

The Customer Experience Associate Manager looks after the overall activities of the program Customer Experience (CE) Team that includes CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment Champions program implementation of Continuous Improvement Framework Own deployment and completion of CE delivery plan for the program Observations and Customer Experience (survey) results to improve performance Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns Manage team productivity and effectiveness using a structured approach to manage performance Deliver process-level insights to stakeholders and have expertise in data analysis using CE Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team

Our most successful candidates have: - 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

Our most successful candidates have: - 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