Customer Experience Manager – Enterprise Risk Management

Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.

Customer Experience Manager – Enterprise Risk Management

As part of our Risk business, the Enterprise Risk Management proposition is dedicated to providing class leading solutions for better risk intelligence. Equipped with effective risk intelligence, our clients are better placed to take strategic decisions with comfort but without it they may be unduly exposed to high impact events, reputational damage or regulatory fines.

Enterprise Risk Management has created a portfolio of 600 clients who have procured one or more solutions from us. Our existing client base represents more than half our annual revenue – we must protect and grow this client base by ensuring we continue to listen to and stay relevant to their needs, offer them fresh and innovative solutions and provide the level of service they'd expect from the Thomson Reuters brand.

Role Purpose

Reporting to the Global Proposition Manager – Enterprise Risk Management, the Customer Experience Manager will put in place the processes and activities schedule by which we will better understand and respond to our existing client needs. This will consider our entire worldwide client portfolio and product portfolio, current spanning five distinct solutions.

Key deliverables:

  • Develop and execute a balanced score card exercise for periodic measuring customer experience that touches on all key aspects of the new/established customer experience.
  • Identify a schedule of activities for continuous review with the Global Proposition Manager and Managing Director for enhancing the customer experience. This includes the establishment and operation of Customer Advisory Boards in our core markets (starting with North America) and/or forums for our broader client base.
  • Migration and transition projects : As we introduce new technologies, we will wish to offer these to existing clients. This will entail:

oEstablishing a transition model (requirements, documentation, commercials, activities and schedule) with our internal stakeholders across all pillars (GTM, Product, Technology, Legal and Customer Operations) to ensure the successful transition from legacy solutions to our new offerings

oOngoing monitoring and support of the transitions and our technology to ensure that strategic enhancements are requested on behalf of our existing clients

  • Provide necessary Proposition support to their Manager and peers in other pillars on any supporting services that matter to the overall Customer experience (e.g. hosting, support, product, etc)
  • Responsible for the external and internal communication of any relevant changes to our solution offerings and supporting services.

Proven Experience

  • Has in-depth experience in end-to-end product lifecycle
  • Comfortable working across the TR network with established relationships in Market Development, Product and Customer Operations.
  • Proven ability to manage change programs
  • Has a market driven focus along with a high level of commerciality
  • The ability to influence outcomes without having direct control
  • Project management and information management skills would be an asset
  • Familiarity with Financial Institutions and the Regulatory environment

Relationships: Internal / External

  • Market Development
  • Proposition – spanning our peers in Risk & Supply Chain
  • Product
  • Customer Operations – spanning Professional Services, Content Operations and Support.


  • University degree in a business, information management, or computer science discipline with strong grades
  • Professional certification such as PMP from the Project Management Institute (or equivalent) is highly desirable
  • ISACA certification would be a plus

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We'll bring a world of opportunities.

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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

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