Company Description At Sutherland, we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) they're made for. We do that by combining human-centered design with the scale & accuracy of real-time analytics, AI, cognitive technology, and automation. Job Description Sutherland is seeking an organized and reliable person to join us as a Manager - Customer Experience. 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 Managers in this role get to: Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyzed 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 managing projects that result in identified issues being prevented or mitigated for future customers. Build 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. Qualifications Our most successful candidates have: Bachelor’s or Master’s degree in Business Analytics, Data Science, Statistics, Mathematics, Economics, or a related field QA Experience Managing global teams Client and stakeholder management Analytical skills Implementation of QA Frameworks Hands-on experience with Speech/Text analytics in providing meaningful insights, identifying emerging trends, understanding customer/agent behaviors. Experience in QA framework automation, using business intelligence (BI) tools like Tableau, Power BI, Speech analytics, Minibot. Experience in digitizing and automating reporting processes using BI tools, RPA, API, Machine Learning, RDMS, and deploying Visual Dashboards using BI Platforms. Experience in Financials, including Cost allocation, Budgeting, preparation of latest cost estimates, reviewing resource ratios, and comparing Budget to Actual cost performance. Experience with advanced analytics techniques such as machine learning, predictive modeling, or optimization. Knowledge of data visualization tools (e.g., Tableau, Power BI, D3.js). Creativity, proactivity, and a bias for action. Experience with marketing, organizational development, psychology, or customer experience. Exceptional project leadership skills, an eye for details, and good organizational skills. Experience aggregating and analyzing customer feedback or data collection experience. Ability to inspire others and influence without authority. Ability to create Customer and Employee Journey Maps and identify opportunities for process or design improvements. Passion for learning and being agile in learning. Excellent written communication skills. Proficiency in Microsoft Windows, Word, PowerPoint, Excel. Exceptional research skills. Professional demeanor and appearance. Attention to detail and organizational skills. #J-18808-Ljbffr