Job Type






Sr. Director - Customer Experience, Banking & Fintech Kingston


Sutherland Kingston Jamaica

2 months ago


Sutherland is looking for a Director of Customer Experience to oversee our Banking/Fintech accounts, globally. This Director of CE will own 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.

Summary of 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.
• Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.
• Ensure that all CE managers in the geo have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.
• Implement a monthly cadence of reviewing the business insights from CIP 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.
• Build the CE team's skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs.
• Represent the Sutherland customer experience function in internal and external forums.
• Perform any other assigned tasks as required by the leadership team.

Principle Accountabilities
• Responsible for the execution & enhancing the Customer Effort Analysis, Insights & Action Planning for the key strategic accounts in the geo. Drive improvements across the customer's touchpoints, time to resolution, repeats, transfers and boosting revenue generation etc. (measured by NPS, results of initiatives ...reference focus areas)
• Build, present & drive change through the monthly analysis of emerging trends to identify the shift, trends & opportunities in performance, referenced by the priority of KPI's.
• Lead and drive initiatives to deliver improvements in the bi-annual Client NPS for the Owned or Assigned Accounts etc.
• Execute upon the CI framework 2.0 to improve results partnering with CLS, SD & TA, maximizing performance and bonus. This includes ownership to identify opportunities as defined by the Towers/SOW/Emerging Client Business Trends etc.
• Lead the New CE Operations, including client engagements as an executive owner for 1 key strategic accounts globally.
• Be an expert on and by demonstration on key practices of coaching, analytics, etc. and be able tell-do-show or enable skilling or upskilling the team on Lean 6 Sigma, Design Thinking, SA/Sutherland Perform, Tower 1 or 2 Products (refer to outputs and Gannt Chart Products).
• Influence to deliver a 5-15% increase in the share of wallet in the key strategic accounts within span (geo or client or cluster) Partner with the geo service delivery team to drive excellence in operations (reduction of customer effort and touchpoints per resolution) etc.
• Leads activities related to reduction of Consultant Effort, Top Talent Retention & Development initiatives within span (client or cluster)

• A strong background in BPO/BPT (US) supporting banking and Fintech clients
• Experienced in customer research, business analytics and continuous improvement
• Hands on experience in driving change management in a large matrix' d environment
• Lean Six Sigma/CI Methodologies/Design Thinking trained and certified.
• Strong Lateral Work Experience in other 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 and programs concurrently.
• Strong written and verbal communication and interpersonal skills.

Education and Experience:
• Professional degree or an MBA in Operations or the relevant experience
• Min 10 years in the US banking BPO/BPT industry with at least 2 different customer management roles and functions; a strong understanding of CLM and BLM banking operations.
• Min 6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment.
• An entrepreneurial mindset that is able to navigate through ambiguity and continuously evolving business needs.
• Ability to represent the function and company in client interactions (online and face to face).

Additional Information

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland's business
Kingston Jamaica

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