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Director
  • Azcapotzalco, CDMX.
  • Indeterminado
  • A convenir
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 Customer Experience, Execution and Delivery team is seeking a high-energy, results driven CX Project Management Director who combines exemplary communication skills and stakeholder management with business acumen and project management best practices for the position of CX Project Management Director. This individual will lead a project team for a wide range of cross-functional global projects and initiatives that all drive to meet or exceed Net Promoter Score (NPS) targets. This position will be responsible for implementing project management best practices, leading a team to deliver successful and timely initiatives, and understanding key drivers of NPS. This position serves as a key leader responsible for data driven planning and implementation of initiatives and includes building solid partnerships with CX Execution & Delivery Leads to prioritize, plan, implement and measure program effectiveness.

About the Role

In this opportunity as CX PMO Director, you will: 

Focus on Project Planning and Delivery:

  • Direct all aspects of Project life cycle to facilitate the successful delivery of project objectives
  • Provide a framework for detailed project plans and metrics, timelines, resource plans and status reports. Identity project risks/gaps and create risk mitigation plans.
  • Implement best practices and technology for project management, customer journey mapping, and communication and reporting
  • Focus on data driven insights:

  • Understand the customer and the financial and operational data that lead to initiatives that will improve the customer experience
  • Prioritize projects, based on available data insights and impact to customer-facing touchpoints
  • Identify gaps in data understanding, or additional analysis needed before executing on a plan
  • Develop and guide staff:

  • Provide proactive leadership, work direction and feedback to the project managers
  • Ensure project managers are trained on PMO best practices, journey mapping tools, and quantifiable results.
  • Build a high quality, collaborative working team, and identify opportunities for staff to provide Voice of the Customer insights on established working groups
  • Be a CX Ambassador:

  • Build high quality, collaborative working relationships with key stakeholders, subject matter experts, technology partners, and Squads to ensure the Voice of the Customer is present in every discussion
  • Share CX best practices, CX directive, and CX insights to align to Customer Obsessed Mindset as part of our culture initiative.
  • About You

    You’re a fit for the role of CX PMO Director if you have:

  • A bachelor’s degree in business, marketing, customer experience, or similar field with professional experience between 7 and 10 years
  • At least 3 years of project management experience with implementation of large scale, cross-functional projects 
  • Experience leading a team in developing plans and implementing projects on time, with target outcomes
  • Ability to work effectively with all levels of the organization, including staff, business stakeholders, and all levels of management
  • Strong presentation and written communication skills
  • Strong conflict resolution, negotiating and influencing skills
  • Ability to work in fast-paced, changing, and ambiguous environments
  • Training in Agile methodology and project management
  • Experience in CX methodology and customer journey mapping
  • Fluent in English
  • 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, Harvard Manage Mentor, LinkedIn Learning
  • 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.



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