Chief Customer Experience Strategist

1 week ago

ballari, India beBeeCustomerExperience Full time

Director of Quality Job DescriptionThe Director for customer experience is responsible for deploying Sutherland's quality framework in assigned programs. They partner with business leaders to ensure compliance to contractual and client deliverables, continuous improvement of customer experience, talent development, and deployment of Sutherland IT platforms to drive strategic business goals.Main Responsibilities:Design and execute the Outside-In model in key strategic accounts to generate client-specific business insights, improving client retention, issue resolution, revenue generation, etc.Improve customer satisfaction, quality, and sales KPIs through effective deployment of the CIP framework, delivering a 50% reduction in all defect types.Deliver a 15% increase in share of wallet in key strategic accounts through quality coverage, reducing customer effort and touchpoints per resolution.Drive efficiency improvement of 15% through efficiency gains, productivity, and dollar saves.Evaluate CE managers' understanding of the vision and deliverables of the CE team and their expected contribution to outcomes.Implement a monthly cadence of reviewing business insights from CIP with the service delivery/account team, ensuring alignment with evolving customer expectations.Cross-functionally address CE business insights generated to prevent recurrence and drive improvement in customer experience.Develop the CE team's skillset by evaluating current capability and partnering with capability development teams to address specific skill development needs.Represent the Sutherland customer experience function in internal and external forums.Perform other assigned tasks as required by leadership.Required Skills and Qualifications:Knowledge, Skills & Abilities:Hands-on experience in Retail Vertical.A strong background in BPO/BPT (US).Experienced in customer research, business analytics, and continuous improvement.Lean Six Sigma/CI Methodologies/Design Thinking trained and certified.Strong lateral work experience in functions like Service Delivery, Training, etc.Excellent presentation and facilitation skills for group sessions.Possess strong planning, organizational, and execution skills, collaborative, professionalism, and initiative while handling multiple projects concurrently.

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