Customer Experience Analyst

Do you enjoy working in a fast- paced environment, while collaborating with cross-functional teams to drive customer success? If so, we want to connect with you! The Customer Experience Analyst is responsible for post-implementation day to day interactions between the customer and Thomson Reuters (TR) to enhance the overall experience with our products and services. They will work with multiple clients in all verticals of TR’s business, such as Public Benefits Assistance, Medicaid, Unemployment Insurance, Tax, and Compliance. The Customer Experience Analyst will also collaborate with TR’s cross functional teams and act as the liaison between the customer and these teams throughout the customer journey.

Remote based role.

About the Role

In this opportunity as Customer Experience Analyst, you will: 

• Review and analyze protected and sensitive data involving Government Programs such as Medicaid, Unemployment, SNAP, TANF, WIC, Tax and Revenue
• Collaborate with Development and Analyst teams to design, review, and assess analytics leveraged in TR’s suite of tools supporting the detection, investigation and enforcement of fraud in government programs
• Participate in weekly client meetings and develop trusted advisor relationships with end users
• Provide client training and guidance on TR’s suite of tools

About You

You’re a fit for the role of Customer Experience Analyst if you possess:

• Bachelor’s Degree in criminal justice, healthcare, business, government administration or closely related field (Preferred)
• 2+ years of professional experience in account management or customer support (Required) OR 3 + additional years of experience will fulfill education requirement
• Licenses/Certifications including but not limited to Certified Fraud Examiner (CFE) or Professional Project Manager (PME) (Preferred)
• Experience in Government social service programs such as Medicaid, SNAP, Unemployment Insurance, TANF, Tax, etc. (Preferred)
• Strong oral and written communication and negotiation skills, including the ability to effectively communicate with both business and technical users, and make presentations
• Advanced knowledge and skills utilizing Microsoft Word, Excel, PowerPoint
• Able to manage multiple projects to deadline while paying close attention to detail
• Strong problem-solving skills, with the ability to seek alternatives, new ideas, and approaches to problems, and develop and implement solutions
• Strong interpersonal skills, including the ability to maintain effective working relationships with individuals at all levels both inside and outside of the organization
• Ability to treat confidential information with appropriate discretion

What's in it for you!

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: 

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency.  Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
• Compensation: Base salary and a variable compensation that is directly related to your success

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In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance prog