Manager-customer Experience

**Description - External**

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

**Manager'** in this role get to**:

- **Collect and analyze customer feedback**: Analyze, identify and act on every opportunity - and so that the manager can champion the voice of the customer.
- **Ensure compliance**:Manage projects that result in identified issues being prevented or mitigated for future customers.
- **Built a positive experience**: Measure reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.
- **Create a quantifiable increase in Customer Experience**: Collaborate with other team members and the business to improve results.
- **Assure control**:Track and report monthly KPIs Team, track and report CX Pillars quarterly. Perform Ad Hoc requests for data, special reports, and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success. Monitor and take action on Customer Surveys.
- **Manage and create projects/initiatives**: Track data and identify trends such as help to identify potential value-added projects.
- **Perform Team Management Activities**: Participate in the sourcing, attracting, selection, onboarding, and managing of interns.Engage in onboarding, training, and developing of CX interns. Escalate opportunities for quick wins when a new pattern of issues emerges

**Qualifications - External**
- 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
- The Ability to inspire others to action and to influence without authority is absolutely necessary
- The Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
- The 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
- The ability to function in a fluid environment, with fast change, and fast prototyping and design
- A degree in Marketing, Organizational Development, Psychology, Customer Experience, or a related field is preferred, but not required
- Previous track record of success in customer experience management may be substituted for education
- Bachelor Degree
- At least 2 years of work experience in the same capacity or At least 4 years of Supervisory experience

**Qualifications**:

- 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
- The ability to function in a fluid environment, with fast change, and fast prototyping and design
- A degree in Marketing, Organizational Development, Psychology, Customer Experience, or a related field is preferred, but not required
- Previous track record of success in customer experience management may be substituted for education
- Bachelor Degree
- At least 2 years of work experience in the same capacity or At least 4 years of Supervisory experience