Customer Journey Specialist

4 months ago

Toronto, Canada Thomson Reuters Full time

**Customer Journey Specialist**

Thomson Reuters is one of the world’s most trusted providers of answers, helping professionals make confident decisions and run better businesses. Our customers operate in complex arenas that move society forward — law, tax, compliance, government, and media - and face increasing complexity as regulation and technology disrupt every industry.

We’re on a mission to help professionals advance their businesses and gain a competitive advantage with the trusted answers only we can provide.

**Role Summary**:
The Customer Journey Mapping (CJM) Specialist will be responsible for working closely with the CJM team, members of the Business Architecture team and other closely related stakeholders (across e.g., Marketing, UX and Research) in building out the best-in-class CJM standards and guidelines. In addition, the CJM Specialist will also be responsible for supporting certain strategic projects to create CJMs.

**About the Role**:
In this role as **Customer Journey Mapping (CJM) Specialist**, you will:

- Manage customer journeys to maximize acquisition and/or deepening of customer relationships across channels (physical, virtual and digital) by leading journey mapping sessions to validate as well as co-create future states, facilitating customer/client interviews and identifying data needed to size opportunities.
- Partner with Market Research to design and execute quantitative and qualitative primary research as need to uncover, quantify and prioritize customer pain points and moments of delight.
- Establishes and evaluates metrics to track impacts to achieve intended business results.
- Works with cross-functional teams to educate partners on opportunities to pursue, build buy-in and design solutions and experiences via human-centered design and prototyping.
- Advocates for the customer and articulates why proposed changes to the journey will provide both customer and business value.
- Tells a story that pulls qualitative/emotional attributes, quantitative attributes and common sense to frame the proposal.
- Partners across the organization to define and manage roadmap of initiatives to help prioritize implementation of features that drive the customer journey experience critical to delivering business objectives.
- Constantly challenges current processes to drive continuous improvement in results.
- Acts as a champion for high-quality and consistent Customer Journey Mapping across TR.
- Leads journey mapping workshops to define the ideal customer journeys and prioritize the most critical gaps in providing an enjoyable customer experience and leads the development of a roadmap to address root-causes.
- Provides recommendations, influences relevant stakeholders to address gaps in the customer experience, and identifies opportunities to repair, enhance, and innovate.

**About You**

You’re a fit for the role of **Customer Journey Mapping (CJM) Specialist** if you have:

- 5+ years of experience in customer experience, journey mapping, and process mapping
- 3+ years of experience in project management delivery (waterfall / hybrid / agile)
- Strong interest in customer journey mapping, customer experience and related analytics
- Confident in facilitating workshops with diverse groups of stakeholders
- Strong communications skills and ability to create executive level presentations
- Proven track record of collaborating across teams and organizations
- Comfortable working in a fast-paced and dynamic environment
- Collaborative and team-focused, with a willingness to take initiative
- Energetic, with drive, enthusiasm, and natural skills in relationship development
- Experience working in a large software or business information company a plus

Additional education, certifications, and/or experience is not required but will be considered a plus:

- Experience with a Customer Journey Mapping tool (preferably BusinessOptix)
- CAPM / PMP / PMI-ACP / DASM certifications
- CCXP certification
- Experience with Microsoft Project Professional

**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**: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
- ** 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 C

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