Associate Professional

hace 2 semanas

Bogota, Colombia Sutherland A tiempo completo

Sutherland is seeking an organized and reliable person to join us as a
**Customer Experience Senior Associate 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

**Customer Experience Senior Associate Manager 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.

**Create a quantifiable increase in Customer Experience**: This critical team member will also collaborate with other team members and the business to improve results.

**Take ownership of customer feedback**: and take action to prevent or mitigate them before they affect any other customers.

**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.

**Perform Project Management Activities**: 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**:
**Your required skills are**:

- Bachelor Degree
- At least 2 years of Experience as a People Manager.
- 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

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