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Job ID / Title:
Sr. Professional - Account Management (Customer Experience Manager)
Job Category:
Emerging Solutions
City:
Houston
State:
TX
Work Location:
Corporate Drive

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 Managers in this role get to: 
  • Collect and analyze customer feedback that comes through internal and external channels so that we can identify and act on every opportunity - and so that you 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,
  • Cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience
  • Create a quantifiable increase in Customer Experience.  This critical team member will also collaborate with other team members and the business to improve results.
  • Ability to take ownership of customer feedback and take action to prevent or mitigate them before they affect any other customers.
  • Track and report monthly KPIs Team
  • Track and report CX Pillars quarterly
  • Ad Hoc requests for data, special reports, and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success
  • Monitor and take action on Customer Surveys
  • Manage & create projects/initiatives – track data and identify trends
  • Help identify potential value-added projects
  • Participate in the sourcing, attracting, selection, onboarding, and managing of interns
  • Engage in onboarding, training, and developing of CX interns
  • Escalate opportunities for quick wins when a new pattern of issues emerge

Qualifications

Our most successful candidates will:
  • Be creative, proactive, and have a bias for action.  
  • Have experience with marketing, organizational development, psychology, or customer experience.
  • Have exceptional project leadership skills, an eye for details, and good-old-fashioned common sense.
  • Have experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement.
  • Have ability to inspire others to action and to influence without authority is absolutely necessary. 
  • Have ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design.
  • Have a passion for learning/learning agile
  • Have excellent written communication skills
  • Have good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
  • Have exceptional research skills
  • Exude a professional demeanor and appearance
  • Have attention to detail and excellent organizational skills
  • Be able to function in a fluid environment, with fast change, and fast prototyping and design
  • Degree in Marketing, Organizational Development, Psychology, Customer Experience, or a related field is preferred, but not required
  • Previous track record of success in customer experience management may be substituted for education

Apply Now