Sutherland
Human Resources
AssociateManager-CustomerExperience
Neural analysis suggests this role is
optimal for mid candidates.
“Associate Manager - Customer Experience at Sutherland. Skills: Customer Experience, Quality Management, Data Analysis, Leadership. Oversee CE Observations. Oversee Team-Level reports”
What You'll Achieve.
Improve performance measured through survey returns
Industry & Context.
Identify opportunities for improved process; Identify opportunities for improved design
What They're Looking For.
Must Have
2 years leadership experience, Client management experience, Experience aggregating and analyzing data, Ability to inspire others, Ability to influence without authority, Ability to create Customer Journey Maps, Ability to create Employee Journey Maps, Ability to identify opportunities for improved process, Ability to identify opportunities for improved design, Excellent written communication skills, Good computer skills, Working knowledge of Microsoft Windows, Working knowledge of Microsoft Word, Working knowledge of Microsoft PowerPoint, Working knowledge of Microsoft Excel, Exceptional research skills, Professional demeanor and appearance, Attention to detail, Excellent organizational skills
Nice to Have
Marketing experience, Organizational development experience, Psychology experience, Customer experience experience, Experience with customer feedback analysis
What You'll Do.
Oversee CE Observations
Oversee Team-Level reports
Oversee Program-Level Analysis
Oversee calibration sessions
Oversee CI Framework deployment
Champion program implementation of Continuous Improvement Framework
Own deployment of CE delivery plan
Own completion of CE delivery plan
Improve performance using Observations
Improve performance using Customer Experience results
Implement standard Quality practices
Enable delivery of exceptional customer experience
Manage team productivity
Manage team effectiveness
Deliver process-level insights to stakeholders
Execute people development initiatives
Provide opportunity for team members to improve
Communicate with all program stakeholders
How You'll Work.
Team & Collaboration
Client management; Stakeholder communication
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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