Sr. Assoc-Customer Experience

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

 

We're looking for a Senior Associate - Customer Experience to join our organization in Pristina, Kosovo. In this role, you will be instrumental in developing and executing customer experience strategies that drive satisfaction, loyalty, and business growth. You will work collaboratively with cross-functional teams to analyze customer needs, identify pain points, and implement innovative solutions that enhance every touchpoint of the customer journey. This position offers the opportunity to make a meaningful impact on how our customers interact with our brand while leading initiatives that shape our customer-centric culture.

• Develop, implement, and optimize customer experience strategies aligned with organizational goals and market trends
• Analyze customer feedback, behavioral data, and satisfaction metrics to identify opportunities for improvement and innovation
• Lead cross-functional projects to enhance customer journey mapping and identify key moments of truth
• Collaborate with product, marketing, and operations teams to ensure consistent and seamless customer experiences across all channels
• Monitor and report on customer experience performance metrics, KPIs, and trends using data analytics tools
• Manage escalated customer issues and complaints, ensuring timely resolution and root cause analysis
• Design and deliver training programs to educate teams on customer experience best practices and company standards
• Mentor and support junior team members in developing customer-focused mindsets and problem-solving skills
• Create and maintain comprehensive documentation of customer experience processes, policies, and procedures
• Drive continuous improvement initiatives based on customer insights and competitive benchmarking
• Conduct customer research and usability testing to inform product and service enhancements

• Minimum 5 years of professional experience in customer experience, customer service, or related customer-facing roles
• Proven expertise in analyzing customer data and translating insights into actionable business recommendations
• Strong proficiency with CRM systems, customer feedback platforms, and data analysis tools
• Excellent written and verbal communication skills in German with the ability to present findings to diverse audiences
• Demonstrated project management experience with the ability to manage multiple initiatives simultaneously
• Advanced problem-solving and critical thinking skills with a customer-centric approach
• Strong interpersonal and team collaboration skills across multiple departments and organizational levels
• Experience with customer journey mapping and experience design methodologies
• Proficiency in Microsoft Office Suite and data visualization tools
• Familiarity with Agile or Lean methodologies is a plus
• Experience working in multicultural or international environments is preferred
• Knowledge of customer experience industry best practices and emerging trends is desirable

All your information will be kept confidential according to EEO guidelines.