Customer Experience Analyst

Customer Experience Analyst

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!

Join our team! The Customer Experience (CX) team is seeking a talented CX Analyst specializing in reporting and analytics to drive our data-driven decision-making processes. The ideal candidate will have experience in creating and managing dashboards, deriving insights from data, and supporting the overall customer experience through robust analytics. This role will be responsible for integrating operational and financial data into our reporting landscape to provide comprehensive CX reporting and facilitate correlation analysis with key operational and financial metrics.

About the Role

In this opportunity as a Customer Experience Analyst, you will:

• Develop, maintain, and optimize dashboards and reports to provide actionable insights into customer experience metrics.
• Analyze survey data and other customer feedback to identify trends, patterns, and areas for improvement.
• Collaborate with cross-functional teams to understand business needs and translate them into data-driven solutions.
• Combine operational and financial data with customer experience metrics to create comprehensive reports and dashboards that provide a holistic view of performance.
• Conduct correlation analysis to identify relationships between CX metrics and key operational and financial metrics, providing actionable insights to inform business decisions.
• Conduct data cleansing, data mining, and data analysis to ensure the accuracy and integrity of customer data.
• Partner with team members to improve operational processes, including data sampling, survey deployment, and response rate optimization.
• Communicate findings, insights, and recommendations effectively to stakeholders and management.
• Continuously evaluate and enhance reporting processes to drive improvements in our Voice of the Customer (VoC) programs.
• Foster an environment of continuous learning, growth, and improvement within the team.
• Adapt to changing business needs and take on new assignments as required.

About You

You’re a fit for the role if your background includes

• Bachelor's degree in a relevant field.
• Experience in data analytics, data mining, and data cleansing activities.
• Proficiency with data visualization tools such as Tableau and PowerBI.
• Familiarity with VoC/CX platforms and reporting tools (e.g., Qualtrics, Medallia, InMoment, Stratifyd, Tableau, Forsta) preferred.
• Strong analytical and problem-solving skills with the ability to investigate and resolve complex issues.
• Excellent communication, business, and technical writing skills.
• Ability to work well under pressure, manage multiple deadlines, and adapt to changing project scopes.
• Self-starter with the capacity to learn quickly and work independently or as part of a global team.
• Understanding of customer experience metrics such as response rate and bounce rate preferred.
• Experience with database management systems (e.g., SQL, EDW, Snowflake, Data Lake) preferred.
• Commitment to integrity, ethics, and respecting cultural differences.
• Flexibility to adjust working hours to meet business needs.
• Willingness and ability to adapt to the changing business environment, learn new skills, and take on new assignments as required.
• Encourages diversity of thought and respects cultural differences.

To apply, please upload your updated resume in English.

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 (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, 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, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

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: Ten 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 all over the world.

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.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.