Customer Experience & Strategy Manager
Core
Lead customer experience strategy for Thomson Reuters' Legal One platform, connecting Customer Success, Product, and Commercial teams to help law firms perceive value faster.
Role type
Senior Customer Experience & Strategy Manager
Builds
Customer journey maps, onboarding playbooks, community programs, and market intelligence for the legal sector.
Domain
Legal technology (B2B SaaS)
Deliverable
product features
Required skills
Customer experience strategy, customer journey mapping, cross-functional influence, data-driven decision making, executive communication, fluent English
Preferred skills
Law degree, law firm experience, strategic consulting experience
Responsibilities
Redesign end-to-end customer journey and identify simplification opportunities; Design onboarding models by client profile (high-touch, mid-touch, scaled); Create post-implementation feedback loops; Translate customer voice into value narratives for marketing and sales; Build a legal innovation community and engage clients as ambassadors; Convert learnings into market cases and benchmarks.
Seniority
Senior, hands-on IC