Associate Manager - Customer Experience

Sutherland Global; Mawaque; On-site; PHP 446,400 - 669,600; Full time

Job summary

Sutherland Global in Pampanga, Philippines is seeking a Customer Experience Associate Manager to oversee the Customer Experience Team. Responsibilities include managing the team's activities, implementing continuous improvement frameworks, and enhancing performance through customer feedback analysis.

The ideal candidate will have at least 2 years of leadership experience, creativity, and exceptional project leadership skills. Strong written communication and data analysis abilities are essential for this role.

Qualifications

• At least 2 years leadership experience in a Quality team.
• Experience with customer experience or related fields.
• Ability to inspire others and influence without authority.

Responsibilities

• Manage overall activities of the Customer Experience Team.
• Implement Continuous Improvement Framework.
• Analyze customer feedback for performance improvement.

Skills

Leadership experience

Creativity

Project leadership skills

Data analysis

Written communication skills

Attention to detail

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Job Description:

The Customer Experience Associate Manager looks after the overall activities of the program Customer Experience (CE) Team that includes:

• CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of CE delivery plan for the program
• Observations and Customer Experience (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using CE
• Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team

Qualifications:

Our most successful candidates have:

• At least 2 years leadership experience handling a Quality team, including client management
• 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:

All your information will be kept confidential according to EEO guidelines.