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Senior Manager, CX Strategy

Thomson Reuters

This is a Full-time position in Vaughan, ON posted July 15, 2021.

Job Description Are you passionate about enabling an organization to consistently deliver great experiences to their customers?

Thomson Reuters is currently re-imagining the experience we provide our customers and seeking a CX professional that can help us reach our goals.

The Sr.

Manager, CX Strategist, is a key leader in the CX Strategy & Enablement team whose focus will be to lead and advocate CX disciplines as a strategist, facilitator, evangelist, ambassador, educator, and experience designer.

You must be a confident and adept leader with the ability to challenge the status quo while simultaneously working to build relationships and credibility in support of delivering results.

You will be considered an in-house expert on the evolving customer expectations and have a strong voice to advocate for CX innovation across projects and teams.

The ideal candidate will have a robust understanding of overall CX principles and familiar with CX maturity, CX governance, Voice of Customer programs, CX design (persona, journey maps, etc.), and cultural change programs.

Ability to drive results, lead cross-functional teams, influence others and foster collaboration is a critical skill for this role.

About the Role In this opportunity as Sr.

Manager, CX Strategy , you will: Establish yourself as a CX thought leader & trusted advisor to functional leaders/teams and ensure customer needs are understood and at the forefront of new initiatives.

Develop, advocate, and provide governance of Thomson Reuters CX vision and strategies across the organization at all levels of leadership.

Partner with cross-functional stakeholders through enterprise/business customer experience transformation initiatives, from initial discovery/ideation through implementation ensuring Thomson Reuters CX project framework is followed and customer and stakeholder expectations are met.

Drive alignment and cross-functional prioritization for customer experience improvements and innovation initiatives.

Leverage internal customer intelligence sources and external insights to drive recommendations for customer experience improvements or innovations.

Advances customer centricity through capabilities, policies, processes, and employee understanding and behaviors.

Acts as the voice of customer
– ensuring our customers’ needs are present in every discussion and project.

Develops an environment of best practice sharing and consistency across the company.

Develops and promotes capabilities such as journey mapping and the other CX practices.

Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders.

Inspire the ‘future of what’s possible’ and serve as program owner to move projects forward through effective testing/launch/scale.

About You You’re a fit for the role of Sr.

Manager, CX Strategy if you have: 5-7 years of relevant work experience in customer experience management as a practitioner or consultant.

Hands-on experience of NPS methodology, and practice of driving a corporate wide agenda.

Proficient in project/program management and process improvements across the organization.

Served as an expert in best practices for CX and partnered with various teams on industry benchmarking, etc.

Comfortable with data analytics, tying metrics to business value.

Worked with business teams to understand current challenges and goals and align with CX strategy and objectives.

Championed implementation of CX strategies and a customer-focused culture across the organization.

Designed, developed, and facilitated ideation sessions with leadership and teams across the organization.

Innate empathy and desire to improve customer experiences.

Effective communication skills.

Excellent time management, organizational and program management skills.

Experience with data visualization and dashboard management platforms (e.g.

Tableau, Power BI, etc.).

Ability to solve complex problems with an adaptable and positive attitude.

Leads by example by being the advocate for the customer across the organization.

Exceptional project management skills.

Proven track record driving positive change in a complex/matrixed environment.

Acts with integrity and ethics.

Encourages diversity of thought and respects cultural differences.

What’s in it For You?

At Thomson Reuters, our people are our greatest assets.

Here are some of the benefits we offer for your personal and professional growth: Learning & Development: On-the-job coaching & learning, tuition reimbursement, exposure to leading edge technology.

Access to Learning portal, LinkedIn Learning, and more Career growth: Ability to drive projects that have an impact on a key business metric, NPS Benefits: Flexible work arrangements, comprehensive health coverage that’s effective day one Perks: Social events & activities, employee discount programs through corporate perks Flexibility: We’ve been named as one of Forbes, Best Companies for Work/Life Balance Global Opportunities: We have employees in over 90 countries, working across 3 different industries Your wellbeing: We offer a program that focuses on making our lives healthier 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’ve 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’s most global news services
– 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.

More information about Thomson Reuters can be found on

Locations Toronto-Ontario-Canada;Eagan-Minnesota-United States of America