DirecciónAre you looking for a new opportunity to support improving our customer experience? The Customer Insights Analyst role is crucial 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 organization, the Customer Insights Analyst will support all of Thomson Reuters.
The CX Customer Insights team seeks an eager professional to support out Customer Insights team. The ideal candidate will have experience analyzing large datasets and be able to convey a clear summary. The ideal candidate will also have experience with the various internal communication platforms used at Thomson Reuters (Teams, SharePoint, Viva Engage, 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 strong teamwork skills, as there will be collaboration across the entire CX team.
About the Role
In this opportunity, as Customer Insights Analyst, you will:
- Contribute to the creations and distribution of the Quarterly CX Report
- Provide 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
- Contribute to CX Strategy EventsCX Atrium Page
- Manager Training Pages
- CX Week Activities
About You
- You’re a fit for the role of Customer Insights Analyst if your background includes:
- Exceptional organizational and communication skills, both verbal and written in English
- 2+ years experience in various aspects of reporting and data management
- 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’s 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’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Culture: Globally recognized 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 café 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’ve never talked about with as much pride as we should – 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-IL1
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 26,000 employees across more than 70 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.
Protect yourself from fraudulent job postings click here to know more.
More information about Thomson Reuters can be found on https://thomsonreuters.com.
