Associate Manager - Customer Experience

Responsibilities

• Oversee Customer Experience (CE) team activities including observations, reports, and program-level analysis
• Champion the implementation of the Continuous Improvement Framework
• Own the deployment and completion of the CE delivery plan
• Utilize survey results and observations to drive performance improvements
• Implement standard Quality practices to ensure exceptional customer experience
• Manage team productivity and effectiveness through structured performance management
• Deliver process-level insights to stakeholders using data analysis
• Execute people development initiatives for CE Specialists
• Communicate with program stakeholders, including clients and department heads

Requirements

• At least 2 years of leadership experience managing a Quality team
• Experience in client management
• Background in marketing, organizational development, psychology, or customer experience
• Proficiency in creating Customer Journey Maps and Employee Journey Maps
• Strong data analysis and information aggregation skills
• Excellent written communication and research skills
• Proficiency in Microsoft Windows, Word, PowerPoint, and Excel
• Strong project leadership and organizational skills

About the Company

Sutherland is a global provider of digital transformation services, leveraging AI, automation, and cloud engineering to optimize business operations and reinvent customer experiences for iconic brands worldwide.