Manager - Customer Experience

**Contract Type**:

- Brick and Mortar

**Location**:

- Barranquilla - //ATLANTICO

**Date Published**:

- 08-11-2025

**Job ID**:

- REF31995Y

Company Description:
At Sutherland, we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) they're made for. We do that by combining human-centered design with the scale & accuracy of real-time analytics, AI, cognitive technology and automation.

**Job Description**:
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

**Company Description**

At Sutherland, we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) they're made for. We do that by combining human-centered design with the scale & accuracy of real-time analytics, AI, cognitive technology and automation.

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. Built 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:

- Bachelor’s or Master’s degree in Business Analytics, Data Science, Statistics, Mathematics, Economics, or a related field
- QA Experience
- Managing global teams
- Client and stakeholder management
- Analytical skills
- Implementation of **QA Frameworks**:

- Handson experience with Speech/Text analytics in providing meaningful insights, identifying emerging trends, understand customer/agent behaviours.
- Experience in QA framework automation, in using business intelligence (BI) tools like Tableau, Power BI, Speech analytics, Minibot.
- Experience in digitize and automate the reporting process using BI-tools, RPA, API, Machine Learning, RDMS, in deploying Visual Dashboard using BI Platform.
- Experience in Financials. in Cost allocation, Budgeting, preparation of Latest cost estimates, Review resource ratio, Review Budget to Actual cost performance.
- Experience with advanced analytics techniques such as machine learning, predictive modeling, or optimization.
- Knowledge of data visualization tools (e.g., Tableau, Power BI, D3.js).
- 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