Jessica Arias

About Jessica Arias

With over 15 years of experience in customer experience strategy and digital innovation, I specialize in helping enterprise companies transform their operations and enhance the way they engage with customers. My expertise lies in driving growth through innovative digital solutions that streamline processes, boost customer satisfaction, and create seamless, personalized experiences.I have a proven track record of partnering with businesses to solve complex challenges, improve operational efficiency, and build lasting customer relationships. Whether it’s through digital transformation, trust and safety solutions, or creating impactful customer journeys, I’m passionate about leveraging technology to deliver real value and ensure long-term success.If you’re looking to elevate your customer experience and unlock new opportunities for growth, let’s connect and explore how we can make it happen!

Experience

1. Senior Director

   Sutherland

   Oct 2025 — Present · Rochester, NY, US

   Turning CX into a performance engine - cost down, NPS up, scale up. I lead CXM end-to-end (roadmap, budget, P&L-tied scorecard) and move value from plan to production.At Sutherland Digital, we unite global operations, digital engineering, AI, and Trust & Safety to deliver fast, durable results: enterprise omnichannel with clear SLAs, automation + agent assist and real self-service, and VoC/analytics that lift FCR, retention, and LTV, integrated with what you already run and without disrupting what already works.