Sutherland is seeking an organized and reliable person to join us as a Manager - Customer Experience. 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
Manager' in this role get to:
- Collect and analyze customer feedback: Analyze, identify and act on every opportunity - and so that the manager can champion the voice of the customer.
- Ensure compliance:Manage projects that result in identified issues being prevented or mitigated for future customers.
- Built a positive experience: Measure reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.
- Create a quantifiable increase in Customer Experience: Collaborate with other team members and the business to improve results.
- Assure control:Track and report monthly KPIs Team, track and report CX Pillars quarterly. Perform Ad Hoc requests for data, special reports,
and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success. Monitor and take action on Customer Surveys.
- Manage and create projects/initiatives: Track data and identify trends such as help to identify potential value-added projects.
- Perform Team Management Activities: Participate in the sourcing, attracting, selection, onboarding, and managing of interns.Engage in onboarding, training, and developing of CX interns. Escalate opportunities for quick wins when a new pattern of issues emerges
Qualifications - External
- 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 experienc