Manager - Customer Experience

• 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.

• 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.

Sutherland