Job Description

Sr Manager of Customer Insights, Customer Experience

Are you looking for a new opportunity to support improving our customer experience? The Sr. Manager of Customer Insights role is vital to the Customer Insights team, which shares customer feedback and critical information with business leaders, sales team, support teams and more. As part of the central organisation, the Sr. Manager of Customer Insights will support all of Thomson Reuters.

The CX Customer Insights team seeks an experienced professional to lead our insights program. The ideal candidate will have experience analysing multiple data sources and conveying a compelling analysis of the key drivers, action items and customer sentiment. This candidate will also be able to share these insights in various mediums, including presenting to stakeholders across the enterprise, company portal, company Yammer community and email.

This role will require creative thinking to identify trends in our CX data, solid collaborative efforts with business partners to identify action items, and deep knowledge of each business unit to incorporate context into the analysis best.

About the Role

In this opportunity, as Sr. Manager of Customer Insights, you will:

• Create and distribute Quarterly CX Report
• Create monthly insights to support CX reporting to Segment and Sub-Segment partners
• Gather insights from multiple CX signals and surveys weekly
• Provide ad-hoc insights for stakeholders during peak seasons and product issues
• Observe and share any abnormal shifts in main CX metrics for the Enterprise and BUs in real-time
• Promote the use of Self-Service CX tools to other parts of the business
• Provide insights to support the initiatives of the Customer Insights team
• Collaborate with BUs and Functions to support achieving NPS targets
• Manage, plan and execute on CX Strategy Events

• CX Atrium Page
• Manager Training Pages
• CX Week Activities

About You

You\xe2\x80\x99re a fit for the role of Sr. Manager of Customer Insights if your background includes:

• Experience working with enterprise data sources and visualisation tools (i.e. EDW, Snowflake, DataLake, Tableau, PowerBI)
• Exceptional organisational and communication skills, both verbal and written
• 10+ years experience in various aspects of reporting and data management, a focus on CX preferred
• Experience analysing and driving improvements for OKR and KPI metrics, such as NPS, CSAT and Ease
• Knowledge of the Thomson Reuters structure, segmentation, data and varied customer types is strongly preferred
• Must be an independent worker who can get up to speed quickly and work well both independently and as part of a global team
• Willing to collaborate by challenging ideas and committing to the collective decision
• Experience presenting to Company Executives is preferred.

What\xe2\x80\x99s in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We\xe2\x80\x99ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Culture: Globally recognised and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf\xc3\xa9 networking.
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose-Driven Work: We have a superpower that we\xe2\x80\x99ve never talked about with as much pride as we should \xe2\x80\x93 we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people worldwide.

#LI-LP2

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we\xe2\x80\x99ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world\xe2\x80\x99s most global news services \xe2\x80\x93 Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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