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.
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
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
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.
To learn more about what we offer, please visit thomsonreuters.com/careers.
More information about Thomson Reuters can be found on thomsonreuters.com.
Meet Some of Thomson Reuters's Employees
Producer, Facebook Live
Stephanie creates innovative video copy for live Facebook feeds, working with reporters right in the office, as well as those stationed all around the world.
Back to top