Sutherland
Human Resources
AssociateManager-CustomerExperience
Neural analysis suggests this role is
optimal for mid candidates.
“Associate Manager - Customer Experience at Sutherland. Skills: Customer Experience, Continuous Improvement, Data analysis, People development. Oversee CE Observations. Generate Team-Level reports”
What You'll Achieve.
Improve performance; Deliver exceptional customer experience
Industry & Context.
Process-level insights; Data analysis
What They're Looking For.
Must Have
2 years leadership experience, Client management experience, Experience aggregating and analyzing data, Excellent written communication skills, Good computer skills, Exceptional research skills, Attention to detail, Excellent organizational skills
Nice to Have
Experience with marketing, Experience with organizational development, Experience with psychology, Experience with customer experience, Experience with customer feedback analysis
What You'll Do.
Oversee CE Observations
Generate Team-Level reports
Perform Program-Level Analysis
Conduct calibration sessions
Champion program implementation
Deploy CE delivery plan
Analyze survey results
Implement standard Quality practices
Deliver exceptional customer experience
Manage team productivity
Manage team effectiveness
Deliver process-level insights
Execute people development initiatives
Communicate with stakeholders
How You'll Work.
Team & Collaboration
Communicate with stakeholders
Communication Scope
Written communication
Process & Methodology
Project leadership
Full Job 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. 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 opportun
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