Lead-Customer Experience

Company Description

Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

Job Description

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program
• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement
• Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT)
• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes

Qualifications

Our most successful candidate will have:

• Six months experience in process transformation
• Ability to work in MS Office
• Ability to work in a fast-paced environment
• Pro-active ability in developing trust and professional rapport with employees and team members., work as a team-player
• Strong analytical skills., be able to interpret data, identify trends, and make suggestions for improvements
• Strong verbal and written communication skills., be able to communicate in a clear, constructive, and professional manner

Additional Information

All your information will be kept confidential according to EEO guidelines.