Customer Experience & Strategy Manager

Job Description

Thomson Reuters is a global reference in solutions for the legal market, and Legal One is the platform that supports the management of law firms in Brazil — from procedural routines to business management.

We are creating a new position to lead the customer experience strategy in our legal operation. It is a transversal and highly influential role: it connects Customer Success, Onboarding, Support, Product, Marketing, and Sales around a central question — how to make law firms perceive value faster and more consistently.

This is a position for those who like to build from scratch: you will have space to design the journey, the value proposition, and the community strategy, with direct sponsorship from leadership.

Key Responsibilities

• Redesign the customer journey

  • Map the end-to-end journey and identify simplification opportunities
  • Design onboarding models by client profile (high-touch, mid-touch, and scaled), with playbooks and activation milestones
  • Create a structured post-implementation listening process, with recurring interviews and surveys
  • Bring learnings back to Customer Success, Support, Product, and Sales

• Strengthen the value proposition

  • Translate the voice of the customer into a value narrative by law firm profile
  • Support Product Marketing and Sales with positioning materials and kits by segment
  • Structure the portfolio of Customer Success services

• Build community and market intelligence

  • Create a legal innovation community, positioning Thomson Reuters as a strategic market partner
  • Engage clients as participants and ambassadors
  • Transform learnings into case studies, benchmarks, and market content
  • Bring the customer's perspective to product decisions

Required Qualifications

• Consolidated experience in Customer Experience, strategy, consulting, or related areas

• Experience in customer journey design, process redesign, or service strategy

• Proven ability to influence without direct authority and drive agendas across multiple areas

• Comfort with data to support recommendations and prioritizations

• Executive communication: transform analysis into narrative and decision

• Fluent English

Preferred Qualifications

• Law degree and/or experience working in a law firm

• Experience with B2B professional services clients

• Experience in strategic consulting

#LI-MG1

What we will offer you?

• Hybrid Work Model: We adopt a hybrid and flexible work environment for our office-based functions, providing an integrated and coherent experience both digitally and physically.

• Flexibility and Work-Life Balance: "Flex My Way" consists of a set of policies designed to facilitate the management of personal and professional responsibilities, whether caring for family, participating in community activities, or dedicating time for rest and personal renewal. These policies are based on our flexible work approach, allowing employees to work from anywhere for up to 8 weeks a year, thus promoting an ideal balance between their work and personal commitments.

• Professional Development and Growth: We foster a culture of continuous learning and skill development, preparing our talents to face future challenges and offer real solutions. Our "Grow My Way" program and skills-focused approach ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Competitive Industry Benefits: We offer comprehensive benefits plans that include medical and dental care, two corporate holidays for mental health, performance incentive programs, and resources for mental, physical, and financial well-being.

• Culture: Globally recognized for inclusion and belonging, flexibility, work-life balance. We live our values: obsession with our clients, competing to win, challenging (your) our thinking, acting fast and learning fast, and together we are stronger.

• Social Impact: Generate an impact in your community with our Social Impact Institute. We offer all employees two paid volunteer days annually and opportunities to get involved in pro bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real Impact in the World: We are one of the few companies globally that assists its clients in the pursuit of justice, truth, and transparency. Working together with the professionals and institutions we serve, we contribute to upholding the rule of law, fostering commerce, detecting offenders, reporting facts, and offering reliable and impartial information to people around the world.

Who we are

Thomson Reuters informs the way forward by bringing together trusted content and the technology that people and organizations need to make the right decisions. We serve professionals in the legal, tax, accounting, compliance, government, and media sectors. Our products combine highly specialized software and information to empower professionals with the data, intelligence, and solutions needed to make informed decisions and help institutions in their pursuit of justice, truth, and transparency. The Reuters news agency, part of Thomson Reuters, is a world leader in reliable journalism and news.

We count on the talent of 26,000 employees in over 70 countries, where everyone has the opportunity to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we are committed to pursuing them. Interested? Join our team and help shape the industries that drive societal progress.

As a global company, we rely on the unique knowledge, perspectives, and experiences of all employees to achieve our business objectives. To ensure we can do this, we seek talented and qualified employees across all our operations around the world, regardless of race, color, sex/gender, including pregnant individuals, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, or other classification protected by applicable law.

In addition, we offer accessibility for people with disabilities and for those with sincerely held religious beliefs, in accordance with current legislation. You can find more information on how to request an accommodation here.

Discover how to protect yourself from fraudulent job advertisements here. For more information about Thomson Reuters, visit our website at thomsonreuters.com