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
We are seeking a visionary and customer-focused Lead-Customer Experience to join our team in Tarlac City, Philippines. As the Lead-Customer Experience, you will be responsible for driving excellence in customer satisfaction and overseeing the continuous improvement of our customer experience strategies.
- Develop and implement innovative customer experience strategies aligned with organizational goals
- Lead and mentor a team of customer experience professionals, fostering a collaborative and customer-centric culture
- Analyze customer feedback, metrics, and KPIs to identify trends and areas for improvement
- Collaborate with cross-functional teams to enhance customer journey touchpoints and resolve pain points
- Design and oversee the implementation of process improvements to streamline customer interactions
- Create and maintain detailed reports on customer experience performance for senior management
- Proactively identify opportunities to elevate the customer experience and drive customer loyalty
- Ensure compliance with customer service standards and best practices across the organization
- Manage and optimize customer feedback systems and CRM tools
- Stay updated on industry trends and incorporate best practices into our customer experience strategies
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
Top Skills
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
