CX Manager

Description

Job Summary: CX Manager to work at a leading technology company, building and evolving the Customer Experience (CX) strategic plan. Key Highlights: 1. Build and evolve the Customer Experience (CX) strategic plan 2. Foster CX culture across the entire organization 3. Map, analyze, and optimize the end-to-end customer journey **CX Manager** Are you looking to advance your career and serve as a CX Manager at a technology industry leader? Join us! Thomson Reuters combines human expertise, technology, and intelligence to deliver trusted answers that help professionals make confident decisions and better manage their businesses. We help professionals reinvent how they work; our team of experts brings together information, innovation, and insight to unravel complex situations in Tax, International Trade, Accounting, and Legal markets—supporting our customers in decision-making. **About the Role / About You** In this role, as CX Manager, you will: * Build and evolve the Customer Experience (CX) strategic plan in collaboration with Executive Leadership, ensuring alignment with business objectives. * Foster CX culture across the entire organization, promoting cross-functional collaboration among Product, Technology, Operations, Sales, and Support teams. * Map, analyze, and optimize the end-to-end customer journey, identifying critical moments, friction points, and improvement opportunities. * Align CX team priorities with the needs of Business Units (BUs) and corporate functions. * Ensure accuracy, precision, and consistency of market reports, customer feedback, and analysis. * Actively work to reduce detractors and increase promoters, with a focus on measurable outcomes. * Collaborate closely with the Product team during the launch of new modules and features, ensuring alignment with customer and end-user needs. **About You / About the Role** For this position, we seek professionals with the following Skills & Experience: * Solid experience in Customer Experience (CX), Customer Success (CS), Quality, or related areas—preferably in B2B/SaaS/ERP software companies. * Experience in mid-to-large enterprises with high customer volume and complex operations. * Strong command of CX metrics (NPS, CSAT, CES, churn, complaints). * Experience with dashboards, data analysis, market research, and competitive intelligence. * Proven ability to operate cross-functionally, influencing multiple teams without direct authority. * Knowledge of accounting, tax, or finance markets will be considered a relevant differentiator. * Strategic mindset with strong data and results orientation. * Analytical capability to identify patterns, root causes, and improvement opportunities. * Collaborative leadership with the ability to engage multidisciplinary teams. #LI-MG1 **What We Offer You** * **Hybrid Work Model:** We adopt a flexible hybrid workplace (2–3 days per week in the office, depending on the role) for office-based positions, ensuring an integrated and consistent experience both digitally and in person. * **Flexibility and Work-Life Balance:** "Flex My Way" is a set of policies designed to support the management of personal and professional responsibilities—whether caring for family, participating in community activities, or dedicating time to rest and personal renewal. These policies are grounded in our flexible work approach, allowing employees to work from anywhere for up to 8 weeks per year—thereby achieving an ideal balance between work and personal commitments. * **Professional Development and Growth:** We foster a culture of continuous learning and skill development, preparing our talent to tackle future challenges and deliver real-world solutions. Our "Grow My Way" program and skills-focused approach ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. * **Competitive Industry Benefits:** We offer comprehensive benefit plans, including medical and dental coverage, two corporate mental health holidays, performance-based incentive programs, and resources supporting mental, physical, and financial well-being. * **Culture:** Globally recognized for inclusion and belonging, flexibility, and work-life balance. We live our values: obsession with our customers, competing to win, challenging (your/our) thinking, acting fast and learning fast, and being stronger together. * **Social Impact:** Make an impact in your community through our Social Impact Institute. We offer all employees two paid volunteer days annually, plus opportunities to engage in pro bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. * **Making Real-World Impact:** We are one of the few global companies helping our customers pursue justice, truth, and transparency. Working alongside the professionals and institutions we serve, we contribute to sustaining the rule of law, fostering commerce, detecting offenders, reporting facts, and delivering reliable, impartial information to people worldwide. **Who We Are** Thomson Reuters illuminates the path forward by bringing together trusted content and the technology people and organizations need to make the right decisions. We serve professionals in legal, tax, accounting, compliance, government, and media sectors. Our products combine highly specialized software and information to empower professionals with the data, intelligence, and solutions needed to make informed decisions—and help institutions pursue justice, truth, and transparency. The Reuters News Agency, part of Thomson Reuters, is a global leader in journalism and trusted news. We rely on the talent of 26,000 employees across more than 70 countries—where everyone has the opportunity to contribute and grow professionally within flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we remain committed to pursuing them. Interested? Join our team and help shape the industries driving societal progress. As a global company, we rely on the unique knowledge, perspectives, and experiences of all our employees to achieve our business goals. To ensure we can do so, we seek talented and qualified employees across all our global operations—regardless of race, color, sex/gender—including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, or any other classification protected by applicable law. Additionally, we provide accommodations for individuals with disabilities and for those with sincerely held religious beliefs, as required by applicable law. You can find more information about how to request an accommodation here. Learn how to protect yourself from fraudulent job postings here. For more information about Thomson Reuters, visit our website at thomsonreuters.com