Role Description As a key member of the Customer Experience Strategy team, you will help shape how the organization understands, prioritizes, and improves the end-to-end customer experience. This role sits at the intersection of customer listening, journey strategy, AI-powered insights, and cross-functional influence. Customer experience extends far beyond any single touchpoint or function. From initial awareness and evaluation through onboarding, adoption, support, renewal, and advocacy, every interaction contributes to how customers perceive our brand. In this role, you will build and evolve the mechanisms that help us understand those experiences holistically, identify the moments that matter most, and drive improvements across the entire customer lifecycle. You will be responsible for developing a comprehensive customer listening strategy, leveraging both structured and unstructured customer signals to uncover friction, identify opportunities, and measure customer sentiment at scale. You will create a unified view of the customer experience and help leaders make more informed, customer-centric decisions. Because every team influences the customer experience in some way, this role requires deep partnership across the organization. You will collaborate closely with: - Product - Customer Success - Support - Marketing - Sales - Operations - Other stakeholders This is a highly cross-functional role that serves as connective tissue across the organization. Success requires strong analytical skills, customer empathy, executive communication, and the ability to influence stakeholders without direct authority. This role can be based out of one of our US offices or remotely in the US region. Responsibilities - Customer Listening & Experience Measurement - Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs. - Identify gaps in customer feedback coverage and implement new listening mechanisms. - Own the design, administration, reporting, and continuous improvement of customer listening programs. - AI-Powered Customer Signals & Experience Insights - Develop scalable approaches for combining structured and unstructured customer signals. - Leverage AI, natural language processing, sentiment analysis, and emerging technologies. - Build frameworks for detecting early warning signals and emerging customer risks. - Utilize GenAI-powered tools to accelerate insight generation. - Partner with technical and business teams to improve customer intelligence capabilities. - Organizational Influence & Systemic CX Improvements - Synthesize customer signals across multiple touchpoints and functions. - Analyze customer feedback to identify key drivers of satisfaction and loyalty. - Translate customer insights into clear recommendations. - Facilitate cross-functional reviews and action-planning sessions. - Serve as a strategic advocate for the customer. - Closed-Loop Feedback & Real-time Customer Action - Own and continuously improve the organization's closed-loop feedback strategy. - Partner with frontline teams to establish effective customer response processes. - Monitor closed-loop performance and identify systemic issues. - Ensure customer feedback drives recovery efforts and long-term improvements. - Track the impact of actions taken in response to customer feedback. Qualifications - 6+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or a related discipline within a B2B SaaS or enterprise environment. - Experience designing and operating customer listening programs. - Demonstrated ability to synthesize quantitative and qualitative customer data into actionable insights. - Experience working with customer feedback platforms such as Medallia, Qualtrics, or similar. - Familiarity with AI-enabled research and sentiment analysis. - Experience managing closed-loop feedback programs. - Proven ability to influence stakeholders across complex environments. - Strong analytical, communication, and storytelling skills. - Ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications - Experience applying GenAI, machine learning, or advanced analytics techniques. - Experience building or enhancing customer listening frameworks. - Familiarity with customer journey mapping and experience measurement methodologies. - Understanding of customer experience metrics and statistical analysis techniques. Benefits - Equity - Participation in the employee stock purchase program - Flexible paid time off - 20 weeks fully-paid gender-neutral parental leave - Fertility and adoption assistance - 401(k) plan - Mental health counseling - Access to transgender-inclusive health insurance coverage - Health benefits offerings

Role Description Are you a Dutch speaker, and ready to experience the life abroad? At Mercier Consultancy, we are on the lookout for a driven, motivated Dutch-speaking Customer Service Agent to join an industry-leading digital solutions provider in Greece. In this role, you’ll be the face of the company—delivering top-tier support, solving customer queries, and making a real impact with every interaction. Please note: While you will be dedicated to representing Mercedes, you will be directly employed by our partner—an industry-leading digital solutions and customer service provider based in Greece. If you’re ambitious and eager to jumpstart your career abroad in a rich and vibrant cultural setting, we’ve got you covered with a fully paid relocation package, enabling you to relocate to Greece stress-free and with ease. Qualifications - Native-level fluency in Dutch (both written and spoken) is essential. - A minimum English proficiency of B2 is required. - Strong communication and problem-solving skills. - Comfortable using computers and willing to learn new software tools. - Ability to work in a team-oriented environment. - Willingness to relocate and live in Greece. Requirements - Handle customer inquiries for Dutch speaking customers via calls, chats and/or phone calls. - Resolve complaints professionally to maintain high customer satisfaction. - Accurately document all customer interactions in the CRM system. - Collaborate with internal teams to improve product support and customer service processes. Benefits - Competitive Monthly Salary. - 2 Extra Salaries per year, in the form of a 13th and 14th Salary. - Monthly Performance Bonus, rewarding you for your dedication. - Fully Paid Relocation: Flight, Transfer & Hotel Included. - Continuous support during and before your relocation to Greece. - Stable career development opportunities within a multinational conglomerate. - 300 days of sunshine a year! - Fully Paid Training. - Health Insurance. - And Much More.

Role Description Are you a Dutch speaker, and ready to experience the life abroad? At Mercier Consultancy, we are on the lookout for a driven, motivated Dutch-speaking Customer Service Agent to join an industry-leading digital solutions provider in Greece. In this role, you’ll be the face of the company—delivering top-tier support, solving customer queries, and making a real impact with every interaction. Please note: While you will be dedicated to representing Mercedes, you will be directly employed by our partner—an industry-leading digital solutions and customer service provider based in Greece. If you’re ambitious and eager to jumpstart your career abroad in a rich and vibrant cultural setting, we’ve got you covered with a fully paid relocation package, enabling you to relocate to Greece stress-free and with ease. Qualifications - Native-level fluency in Dutch (both written and spoken) is essential. - A minimum English proficiency of B2 is required. - Strong communication and problem-solving skills. - Comfortable using computers and willing to learn new software tools. - Ability to work in a team-oriented environment. - Willingness to relocate and live in Greece. Requirements - Handle customer inquiries for Dutch speaking customers via calls, chats and/or phone calls. - Resolve complaints professionally to maintain high customer satisfaction. - Accurately document all customer interactions in the CRM system. - Collaborate with internal teams to improve product support and customer service processes. Benefits - Competitive Monthly Salary. - 2 Extra Salaries per year, in the form of a 13th and 14th Salary. - Monthly Performance Bonus, rewarding you for your dedication. - Fully Paid Relocation: Flight, Transfer & Hotel Included. - Continuous support during and before your relocation to Greece. - Stable career development opportunities within a multinational conglomerate. - 300 days of sunshine a year! - Fully Paid Training. - Health Insurance. - And Much More.

Role Description In this role, you will handle maintenance, collection and liquidation activities for an assigned portfolio of accounts. This will include handling a variety of customer inquiries, analyzing payment history/notes, and communicating statuses to customers. Our hours of operation are Monday-Friday, 7AM-7PM CST (no weekends). - Reviewing customer contract, including but not limited to, voluntary surrender, Principal and Interest breakdown for their payments and account, Total Loss process. - Advise the customer of their account open and closed accounts. - Provide customer information regarding the status of their titles including but not limited to; state to state transfers, title protection. - Assist customer with information on all optional products. - Assist customer with extensions and deferral in times that may not be able to pay. - Taking payments and reviewing history/notes and clearly communicating account statuses to customers. - Maintain accurate records of customer interactions, including any issues that arise and their resolution. - Recommending appropriate solutions to customers by analyzing their accounts as a specialist. - Must be comfortable with manual calculations. - Must be comfortable handling multiple systems at one time. Qualifications - Excellent verbal and written communication skills and are a strong multitasker. - Strong attention to detail. - Drive to solve problems and meet goals. - Familiarity with Microsoft Office tools. - Experience in customer service. - High school diploma or equivalent. Requirements - Excellent Internet connectivity: - Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better! - Hardwired internet access - wireless and/or satellite Internet Service Providers are not compatible with our systems. - Productive, quiet and distraction-free, secure place to work. - A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications. Benefits - Competitive rate of $14/hour. - Medical, dental and vision benefits. - Paid training & generous PTO (be sure to ask about our new Global Flexible Vacation Policy!). - Additional pay incentives as well as monthly rewards & recognition programs. - Advancement opportunities – 80% of our frontline leaders have been promoted from within. - Employee Discounts. - EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland.