Associate Manager - Customer Experience

Responsibilities

• Lead the Customer Experience (CE) team through observations, team-level reporting, and program-level analysis
• Champion the implementation of the Continuous Improvement (CI) Framework across the program
• Own the deployment and completion of the CE delivery plan
• Implement standard Quality practices to drive exceptional customer experience and improve survey results
• Manage team productivity and effectiveness using a structured performance management approach
• Deliver process-level insights to stakeholders through expert data analysis
• Execute people development initiatives for CE Specialists to foster continuous professional growth
• Communicate effectively with all program stakeholders, including clients and department heads

Requirements

• At least 2 years of leadership experience managing a Quality team
• Proven experience in client management
• Strong ability to aggregate and analyze customer feedback and data
• Proficiency in creating Customer Journey Maps and Employee Journey Maps
• Excellent written communication and organizational skills
• Proficiency in Microsoft Office (Word, PowerPoint, Excel) and Windows environments
• Ability to influence others and lead projects with high attention to detail

Preferred Qualifications

• Background in marketing, organizational development, psychology, or customer experience
• Exceptional research skills and a passion for continuous learning

About the Company

Sutherland is a global leader in digital transformation, combining human expertise with artificial intelligence to drive measurable results. We work with iconic brands worldwide, leveraging advanced analytics, automation, and cloud engineering to optimize business operations and reinvent customer experiences.