Customer Experience Analyst

Customer Experience Analyst Are you passionate about the chance to bring your experience to a world‑class company that is market‑leading for both content and technology? If yes, we are looking for you. Join our team and be responsible for taking care of the end‑to‑end customer experience, helping to spread this customer‑focused culture within the company, helping the knowledge and dissemination of the customer within the company, monitoring and managing metrics related to customer experience, understanding and mapping the customer experience journey, evaluating people's feedback and pain, working with teams to improve the experience delivered to customers. About the Role Be the multiplier of the customer‑centric culture in the company. Perform analysis of customer experience and satisfaction metrics and propose improvement actions. Mapping and tracking customer experience journeys. Be an analytical person capable of carrying out different analyzes regarding CX metrics (such as NPS, CSAT, and futures), in an integrated way with our solutions and KPIs, and OKRs. Working collaboratively with related areas to improve the customer experience. Propose action plans based on results analysis. Create presentations and reports for management. About You Bachelor's Degree. Fluent English is a must. Minimum 3 years of experience as a Customer Experience Analyst. Knowledge about CX metrics. Experience supporting, driving, and delivering results. The ability to analyze beyond the everyday to inform strategic thinking and strategy creation. Location: CDMX What's in it For You? COVID‑19 Response: Currently many 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 Days 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 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 have 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. 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. #J-18808-Ljbffr