Overview
Job Description:
Sutherland is seeking an organized and reliable person to join us as a Customer Experience 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 Managers 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 quan
Qualifications:
Our most successful candidates have: – 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
Additional Information:
As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.
