Company Description:
Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. 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!
Job Description:
Customer Experience Managers in this role get to:
Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer.
Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers.
Build a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.
Qualifications:
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
