Director, Digital Customer Experience

Dallas, TX, United States

**Director, Digital Customer Experience**

As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy. Our global Digital team helps professionals around the world make decisions that matter. Whether solving for todays challenges or tomorrows aspirations, you will work with the industrys brightest thinkers on diverse projects, creating next-generation growth strategies that deliver powerful results across the enterprise. As the worlds leading provider of intelligent information, we want your unique perspective to create the operational strategies that advance our businessand your career.

**Main Objectives of this Role:**

The Director/Sr. Director, Digital Customer Experience will lead a group of senior product managers to build out aggressive growth strategies for the full customer lifecycle (online trials, sales, renewals) across all applicable customer segments for our high growth products.

To do this they will create a new function at Thomson Reuters that will operate and optimize our digital channels, leading cross-functional squads with representation from leaders across marketing, customer success, insights, sales, and others. They will set overall vision, define a scalable operating model, set customer and business outcomes, and relentlessly experiment to deliver outcomes. They will enable and lead their direct team and cross-functional leaders to develop and own the end-to-end journey map for all high-growth Thomson Reuters products (~8 products). They will leverage design thinking, deep customer insights, and their knowledge of online growth levers including customer experience, digital marketing, and personalization to define and execute growth strategies and tactics across the full lifecycle. Ultimately, this leader will deliver optimized experiences that result in customers easily finding the right information to confidently try and buy online, leading to revenue growth and improved NPS.

**About the Digital Team**

Come and join the Digital team as we work to transform Thomson Reuters into a truly digital company. We arent just changing the way customers engage with us, we are transforming and re-imagining our business, by focusing on the individual user. We are looking for curious, smart, self-driven product, marketing, insights-driven and customer-obsessed professionals who love the challenge of turning complex problems and constraints into scalable customer experiences that meet our users needs. Our team promotes an agile, collaborative, supportive environment where diverse thinking, innovative ideation, and experimentation is welcomed and encouraged. Our work focuses on a large portfolio of transformational efforts as we work together to deliver on the promise of making it easy to do business with Thomson Reuters.

**About the Role**

We are looking for a leader who can help us shape the future in our digital transformation by driving bold outcomes from our existing and future digital capabilities. We want someone with passion to innovate, an entrepreneur who likes working backwards from the customer and tackling complex ambiguous problems.

+ Through your work in the Digital organization, youll ensure customers find the products and services to meet their needs, and seamlessly try, buy, or renew to help our customers realize their goals.

+ You will obsess about optimizing conversion for various customer personas, experimenting to determine the optimal messaging, call to action and content to nurture customers through the digital experience and onboarding.

+ You will lead team of product management and operations leaders responsible for shepherding cross-functional teams to develop a comprehensive and bold digital growth vision, strategy, roadmap, and set key business objectives (OKRs) Thomson Reuters high growth products.

+ You will leverage the knowledge of our products, our customers, online CX and digital marketing, as well as customer insights and analytics to prioritize the direction and desired outcomes for our digital journeys.

+ You will collaborate with cross-functional business partners to drive traffic across the funnel, ensure marketing touchpoints are aligned, and seamlessly enable hand-offs to sales teams when appropriate

+ You and your team will be the voice of the product journey to key stakeholders to ensure the customers needs are met and the functional groups that are part of your team are getting the direction and support they need to be successful.

+ Your team will develop and actively maintain an end-to-end journey map, analytics scorecards, A/B testing plans, and a backlog outlining the customer themes, epics, and stories while prioritizing efforts to focus on the highest impact work for customers and stakeholders.

+ You will encourage the open exchange of information and viewpoints, as well as inspire others to achieve challenging goals and high standards of performance.

+ At the end of the day, were looking for individuals who will enable Thomson Reuters to think big, make it simple, and move fast.**Responsibilities**

+ Create solutions that solve big customer problems and drive better business and customer outcomes

+ Develop a bold end-to-end Customer Experience vision, strategy, outcomes, and test/learn plan for Thomson Reuters high growth products; create reasons to believe, and inspire teams to realize the vision

+ Possess a fundamental understanding of end-to-end customer experience, digital marketing and other growth levers from top of funnel through post-purchase, based on customer personas and sub-segments

+ Leverage customer insights from user experience research, feedback, and analytics to iteratively drive continuous improvement

+ Work with your team and stakeholders to quickly understand and prioritize efforts with maximum business value that align with the product and business strategy

+ Ensure strategy, plan, priorities clearly communicate the customer and stakeholder needs to meet key business objectives and strategies for the product

+ Effectively manage senior executives, create overall operating cadence, and communicate progress, issues, challenges in relevant forums

+ Lead your team to work in cross-functional agile squads, ensuring each agile team is aligned around similar goals and objectives

+ Inspire others to achieve challenging goals and high standards of performance while committing to the organizations direction

+ Align a complex group of stakeholders across a matrixed organization on your priorities and vision

+ Foster a sense of urgency to achieve goals and leverage resources to overcome unexpected obstacles**About You:**

Our ideal candidate brings a strong combination of digital marketing, digital operations and product management experience.

+ 10+ years of experience working in the digital space as a product manager of a B2B or B2C digital product

+ Experience operating a digital channel or product with proven ability to drive bold business and customer outcomes

+ Established customer experience playbook that includes leading with customer driven messaging from attract through find/learn, try/buy and post-purchase backed by qualitative and quantitative data

+ 5+ years in agile (scrum preferred) environment, with a proven understanding of how to apply the agile methodology to the customer journey, including but not limited to digital marketing, mid-funnel optimization, online CX optimization, messaging, content, commercial policy and pricing and promotions

+ Demonstrated ability to develop an inspiring product vision, strategy, and roadmap

+ Strong experience in a test and learn environment

+ Ability to manage multiple competing priorities at once

+ Ability to prioritize efforts based on competitive analysis, industry trends, customer feedback, and company vision.

+ Proven ability to navigate and be successful within a matrixed organizati

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