Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
Key Responsibilities
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Conduct business analysis to understand customer needs, processes, and pain points.
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Map end-to-end customer journeys, user flows, and personas to identify experience gaps.
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Translate business requirements into CX/UX functional specifications and solution designs.
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Facilitate workshops for requirement gathering, process mapping, journey re-design, and prioritization.
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Collaborate with UX designers to build wireframes, prototypes, and interaction models.
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Evaluate digital touchpoints (web, mobile, portals, apps) and recommend UX improvements.
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Work with technical teams to ensure experience requirements are implemented correctly.
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Define and track CX metrics such as NPS, CSAT, CES, and adoption KPIs.
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Support user testing (UAT), usability testing, and feedback analysis.
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Ensure alignment with accessibility guidelines, usability principles, and brand experience standards.
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Prepare documentation: BRDs, FRDs, journey maps, storyboards, and experience blueprints.
Required Skills
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Strong understanding of Customer Experience (CX) and UX principles.
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Hands-on experience creating personas, journey maps, storyboards, experience workflows.
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Ability to translate business challenges into user-focused functional requirements.
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Knowledge of industry-standard UX practices (heuristics, IA, design thinking).
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Experience working with UI/UX design tools (Miro, Figma, Sketch, Adobe XD) for collaboration.
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Familiarity with Agile/Scrum methodologies and user story writing.
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Excellent communication skills to facilitate workshops and drive stakeholder alignment.
Good-to-Have Skills
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Understanding of SAP CX (Service Cloud, Sales Cloud, Commerce, CPQ) or similar platforms.
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Basic understanding of UI capabilities (HTML5, CSS, Component Libraries).
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Knowledge of analytics tools (Google Analytics, Hotjar, SAP Qualtrics, Adobe Analytics).
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Experience in service design, CX strategy, or digital transformation projects.
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Experience with wireframing or prototyping tools.
Additional Information:
