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Mid LevelFull-time
Salary Range
$22,950 - $31,050 /year
This salary is estimated based on similar roles. The actual salary may vary.
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
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About Sutherland
Sutherland is a global leader in digital transformation and technology services, specializing in helping organizations navigate the complexities of modern business through innovative solutions. Headquartered in the United States, the company has established a strong presence across multiple continents, offering expertise in automation, artificial intelligence, and customer experience management. Founded in 1998, Sutherland has grown from a regional service provider into a multinational corporation, driven by a commitment to leveraging cutting-edge technology to solve real-world business challenges. The company operates at the intersection of technology and customer engagement, serving clients across various industries including financial services, healthcare, and telecommunications. Sutherland’s core offerings include robotic process automation (RPA), artificial intelligence (AI) solutions, and customer experience (CX) platforms designed to enhance operational efficiency and customer satisfaction. Their services are characterized by a focus on scalability, integration with existing systems, and measurable outcomes. Key features of their solutions include advanced analytics, omnichannel support, and bespoke consulting to tailor strategies to client-specific needs. The company primarily targets large enterprises and mid-sized businesses seeking to streamline processes, reduce costs, and improve customer interactions through technology-driven initiatives. Their solutions are particularly valued by organizations undergoing digital transformation or looking to optimize their customer service operations. Sutherland has achieved significant recognition in the industry, including multiple awards for innovation in automation and customer experience. The company is positioned as a trusted partner for businesses aiming to harness the power of AI and automation to drive growth and efficiency. A notable aspect of Sutherland’s value proposition is its emphasis on ethical AI and sustainable practices, ensuring that technological advancements align with corporate responsibility and long-term business goals. This commitment, combined with a global delivery model and a highly skilled workforce, enables Sutherland to deliver transformative results for its clients while maintaining a competitive edge in the rapidly evolving tech services landscape.
