**Contract Type**: - Brick and Mortar **Location**: - Barranquilla - //ATLANTICO **Date Published**: - 08-11-2025 **Job ID**: - REF31995Y 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! **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. 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. Qualifications: - 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**: - Handson experience with Speech/Text analytics in providing meaningful insights, identifying emerging trends, understand customer/agent behaviours. - Experience in QA framework automation, in using business intelligence (BI) tools like Tableau, Power BI, Speech analytics, Minibot. - Experience in digitize and automate the reporting process using BI-tools, RPA, API, Machine Learning, RDMS, in deploying Visual Dashboard using BI Platform. - Experience in Financials. in Cost allocation, Budgeting, preparation of Latest cost estimates, Review resource ratio, Review 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 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