Customer Experience Analyst (Remote)

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 have:

• 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:

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe 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

#LI-TK1

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.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following (New York City, San Francisco, Culver City). The base compensation range for the role in any of those locations is $43,100 - $80,000. The location(s) for this role include one or more of the following states (CA, CO, CT, NV, WA) and/or remote. The base compensation range for the role in any of those locations is $39,200 - $72,800. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

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