Senior Manager, CX VOC Program Strategy

Job Description

Are you passionate about enabling an organization to consistently deliver great experiences to their customers? Thomson Reuters is currently re-imagining the experience we provide our customers and seeking a CX professional that can help us reach our goals.

The Sr. Manager, CX VOC Program Strategy, is a key leader in the CX Strategy & Enablement team whose focus will be to evolve the vision and strategy to buildout our VOC and customer research programs. You will lead and inspire the global enterprise in achieving best in class and modern methods of feedback collection, data aggregation and socializing customer insights.

The ideal candidate will have expertise in the vendor landscape for VOC/Research platform solution providers (e.g. Qualtrics, Medallia, Stratifyd, etc.) and have successfully managed implementations and program migrations. Hands-on experience and expertise in setting up and maintaining best-in-class customer feedback/sentiment collection, interpretation, communication, and action planning is a necessity. This role will develop the strategies to launch and optimize multiple VOC programs for analysis and readout to drive customer focus, correct prioritization of work, and ensure business success.

About the Role

In this opportunity as Sr. Manager, CX VOC Program Strategy , you will:

• Develop and evolve the vision and execute a VOC strategy for end to end customer experience view.
• Lead the VOC program function, including measurement, governance, and administration while enabling reporting and insights to the organization.
• Ensure operational excellence in maintaining the feedback tools, surveys, and dashboards, including the development of surveys, reports, and processes for the VOC program.
• In partnership with the Analytics team, continuously evaluate, enhance, and update with available data resources.
• Project manage initiatives related to the VOC program to ensure quality completion of objectives and key results.
• Partner closely with other team members in Analytics, Marketing, Product, Support, HR and other functional teams.
• Become the subject matter expert for CX and customer feedback metrics, trends, and topics.

About You

You’re a fit for the role of Sr. Manager, CX VOC Program Strategy if you have:

• 5-7 years of experience in VOC program development and leadership.
• Recent experience in providing end-to-end voice of the customer and/or digital strategies customer insights and analytics, data modeling or market research.
• 3+ years in SaaS environment, preferably in a Customer Experience, Customer Research or Customer Insights role.
• Experience working with VOC/ CX platforms, survey, and reporting tools (e.g. Qualtrics, Medallia, InMoment, Stratifyd, Tableau, etc.).
• At least 2 years of vendor management experience preferred.
• Proficient knowledge and execution of Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), and other feedback collection metrics.
• Experience in successful survey design and deployment, and in delivering on business objectives tied to quantitative and qualitative measurement.
• Experience with data visualization and customer experience dashboard management platforms (e.g. Tableau, Power BI, etc.).
• Must be driven and have the capacity to learn and become the Subject Matter Expert (SME) for a VOC program.
• Must be able to think holistically about the VOC roadmap to identify and escalate programmatic issues before they become a barrier.
• Experience reporting on trends and providing analysis to senior leaders and cross-functional teams and stakeholders.
• Ability to solve complex problems with an adaptable and positive attitude.
• Leads by example by being the advocate for the customer across the organization.
• Exceptional project management skills.
• Communicates and collaborates well within and across organizational level.
• Proven track record driving positive change in a complex/matrixed environment.
• Acts with integrity and ethics.
• Encourages diversity of thought and respects cultural differences.

What’s in it For You?

At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

• Learning & Development: On-the-job coaching & learning, tuition reimbursement, exposure to leading edge technology. Access to Learning portal, LinkedIn Learning, and more
• Career growth: Ability to drive projects that have an impact on a key business metric, NPS
• Benefits: Flexible work arrangements, comprehensive health coverage that’s effective day one
• Perks: Social events & activities, employee discount programs through corporate perks
• Flexibility: We've been named as one of Forbes, Best Companies for Work/Life Balance
• Global Opportunities: We have employees in over 90 countries, working across 3 different industries
• Your wellbeing: We offer a program that focuses on making our lives healthier

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 25,000 employees across more than 75 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.

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