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**: this feedback that comes through internal and external channels is collected and analyze 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 manage projects that result in identified issues being prevented or mitigated for future customers. **Built 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. **Create a quantifiable increase in Customer Experience**: This critical team member will also collaborate with other team members and the business to improve results. **Take ownership of customer feedback**: and take action to prevent or mitigate them before they affect any other customers. **Assure control**:track and report monthly KPIs Team, track and report CX Pillars quarterly. Perform 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 and create projects/initiatives**: track data and identify trends. **Perform Project Management Activities**: such as help to identify potential value-added projects. **Perform Team Management Activities**: 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 emerges. **Qualifications**: - Overall Experience 10-15 years, At least 3-5 years of work experience in the same capacity or At least 4 years of Supervisory experience - Creativity, proactivity, and have a bias for action - Experience with 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 - The ability to function in a fluid environment, with fast change, and fast prototyping and design - A 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 - Bachelor Degree