Director, Continuous Service Improvement

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.

Position Overview:

The Director, Continuous Service Improvement role supports F&R Customer Support in achieving high levels operational efficiency and customer satisfaction. This position will focus broadly on identifying opportunities to improve Customer Support tools, technology, and methods of working by leveraging deep subject matter expertise to deliver key service initiatives either through direct activity or in partnership with key stakeholders and vendors.

This role will work closely with:

Customer Support Leadership Team

GSO Process and Tools Team

GSO Project Management Team

Enterprise Business Systems (EBS) Team

Internal Technical Service team (ITS)

External vendors and technology providers

This role is focused on coordinating the efforts of the Continuous Service Improvement team to ensure consistent delivery of service improvement programs to improve the overall customer experience.


Provide management oversight and coordination of global Continuous Service Improvement team

Actively identify, lead and/or contribute towards initiatives that will improve customer experience and business performance

Partner with key internal groups and external vendors to assure stability of current tools and services, and to identify solutions to customer and business opportunities, challenges, and pain points

Provide deep Customer Support subject Matter Expertise in support of critical service initiatives

Define metrics and measures that allow management to quantify the benefits of service improvement programs

Work with Team Leaders and business stakeholders to analyse customer satisfaction data to identify opportunities for enhancing customer experience

Partner with the Customer Support management team to understand business needs

Bachelor's degree

Previous experience managing service or operational support functions

Familiarity with Service technology and industry trends (i.e. CRM, query routing, call flow, Artificial Intelligence, Live Chat)

Excellent planning, administration and organization skills

Strong experience working across reporting lines as part of a global matrix environment

High level of initiative, dynamism and drive

Good relationship builder and influencer

Proven analytical skills

Good skills in Excel & Service Cloud

Proven deep understanding of Customer Support processes and methods of working

Strong interpersonal skills with all level of staff with excellent verbal and written communication

Self starter

Strong business understanding of performance management

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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