Found Description
The Director for Customer Experience owns the deployment of Sutherland’s quality framework in the assigned programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of Sutherland IT platforms to drive our strategic business goals. Listed below is a summary of the responsibilities, but not limited to
- Design and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve their client retention, issue resolution, revenue generation, etc.
- Continuously improve the customer satisfaction, quality, and sales KPI’s, thru the effective deployment of the CIP framework to deliver a 50% reduction in all defect types.
- Deliver a 15% increase in share of wallet in our key strategic accounts with quality coverage, thru reduction of customer effort and touchpoints per resolution. ...