Senior Manager, CX Culture & Strategy

Company: Thomson Reuters
Location: Carrollton
Posted on: April 5, 2021

Job Description:

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. Mgr, CX Culture & Strategy is a key leader in the CX Strategy & Enablement team whose focus will be to support our strategic growth and impact goals by building and implementing services responsible for our most important asset - our people.--This is a unique opportunity to partner with key functions across the organization in defining and shaping the organizational values, structure, and culture required to achieve our vision and mission. You will lead the development and stewardship of innovative and comprehensive CX programs focused on equipping and delivering the best of customer-centric behaviors to our employees.The ideal candidate will be an experienced and versatile leader with hands-on experience across facets of CX principles that are focused on Culture and Governance. You should have a track record in building and scaling CX culture initiatives from the ground up. The candidate will be a collaborative leader, experienced in leading & managing change and in working with and through people to implement organizational policies and programs. She/he will bring deep functional experience to the role, strong organizational development skills, high emotional intelligence, a commitment to exceptional customer experience and passion for strengthening employee engagement.-- About the Role In this opportunity as Sr. Manager, CX Culture & Strategy , you will:--

• Strategic leadership: Lead the development and implementation of global CX culture programs that support TR's mission and long-term CX vision. This will be a visible member of the leadership team and provides opportunities to impact the whole organization.
• Partnership: Quickly assess current organizational situations and serve as a strategic partner, advisor, and coach to departmental and operational teams/leadership.
• Organizational development : Create enterprise wide CX strategies and initiatives that strengthen organizational understanding and operating effectiveness related to CX.
• Learning and development: --Shape cohesive programs that defines CX expectations and competencies and advances the organization's shared values. Lead the design, evaluation, and execution of organizational CX training and development programs.
• CX enablement and engagement: Seek new and innovative ways to deepen organizational engagement and cohesion in partnership with CX Strategy & Enablement and other departments. About You You're a fit for the role of Sr. Manager, CX Culture & Strategy if you:
  • 5-7 years experience in developing and leading CX culture related initiatives (e.g. Community of Practice, CX Champions, etc.).
  • Leads by example by being the advocate for the customer across the organization.
  • Inspire a high-performance culture through change management strategies and corporate communications.
  • Has the vision and passion to inspire and coach others.
  • Human Centered Design or Design Thinking methodologies to help guide continuity in a cohesive way.
  • Knowledge in teaching CX principles across business teams to unify efforts and enable understanding of how each role has an important part to play in driving total results.
  • Ability to interpret data and insights to objectively and consistently drive CX objectives.
  • Exceptional project management skills.
  • Familiarity in creating Customer Journey Maps that help stakeholders "see" where the gaps and opportunities are to increase success.
  • Ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise.
  • Communicates and collaborates well within and across organizational level.
  • Has exceptional conflict resolution and problem solving-skills.
  • Proven track record driving positive change in a complex/matrixed environment.
  • Leads change with courage.
  • 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:
    • Our Culture: *Awards, BRGs, events, office perks, flexibility, etc.*
    • Learning & Development: *Career tools, learning resources, etc.*
    • Benefits:--*Health benefits, fitness, parental leave, time off, etc.*
    • Social Impact:--*Volunteer, sustainability, community relations, etc.*Compensation: Base salary and a variable compensation that is directly related to your success 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 .
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      Locations
      Toronto-Ontario-Canada;Eagan-Minnesota-United States of America Share This Job Locations: Toronto-Ontario-Canada; Eagan-Minnesota-United States of America

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