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 DescriptionWe are seeking a dynamic and customer-focused Lead-Customer Experience to join our team in Clark, Philippines. As the Lead-Customer Experience, you will be responsible for overseeing and enhancing our customer experience strategies, driving customer satisfaction, and fostering a customer-centric culture within the organization.
Develop and implement customer experience strategies aligned with organizational goalsLead and mentor a team of customer experience professionals, fostering a collaborative and innovative work environmentAnalyze customer feedback, metrics, and KPIs to identify trends and areas for improvementCollaborate with cross-functional teams to optimize customer touchpoints and journey mapsDesign and implement customer experience improvement initiativesMonitor and report on customer experience performance, providing actionable insights to leadershipEstablish and maintain strong relationships with key stakeholders, including clients and team membersDrive process improvements to enhance efficiency and customer satisfactionStay up-to-date with industry trends and best practices in customer experience managementConduct regular calibration sessions to ensure consistent delivery of high-quality customer experiencesQualificationsOur 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