Director

Responsibilities:

• 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 CIP framework to deliver a 50% reduction in all defect types.
• Deliver a 15% increase in share of wallet in one key strategic account with quality coverage thru reduction of customer effort and touchpoints per resolution.
• Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.
• Ensure that all CE managers in the Cluster have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.
• Implement a weekly cadence of reviewing the business insights with the service delivery / account team to ensure complete alignment with the evolving customer expectations.
• Ensure cross functional actioning of the CE business insights generated, to prevent recurrence and drive improvement in the Customer experience
• Represent the Sutherland customer experience on internal and external forums
• Perform any other assigned tasks as required by the leadership team.