Customer Experience Manager – Strategy

Thomson Reuters

. Redesign the end-to-end customer journey and identify opportunities for simplification .

Posted 9/21/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience strategy and the ability to design customer journeys and service strategies. Proficient in translating customer insights into actionable narratives and supporting cross-functional initiatives.

Highest-signal resume keywords

Customer Experience StrategyCustomer Journey DesignCross-Functional LeadershipData-Driven Decision MakingExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey DesignService Strategy DevelopmentData AnalysisProcess RedesignOnboarding Model Design

Soft Skills

Influencing Without AuthorityCompelling Narrative CreationStakeholder Engagement

Certifications & Qualifications

Law Degree

Industry Keywords

B2B Professional ServicesLegal InnovationCustomer SuccessProduct MarketingStrategic Consulting

About the role

Key responsibilities & impact

Redesign the end-to-end customer journey and identify opportunities for simplification
Design onboarding models by customer profile, with playbooks and activation milestones
Create a structured post-implementation listening process, including recurring interviews and surveys
Bring insights to Customer Success, Support, Product, and Sales
Translate the voice of the customer into a value narrative for each law firm profile
Support Product Marketing and Sales with positioning materials and segment-specific kits
Structure the Customer Success services portfolio
Create a legal innovation community and engage customers as participants and ambassadors
Turn insights into case studies, benchmarks, and market content
Bring the customer perspective into product decisions

Requirements

What you’ll need

Extensive experience in Customer Experience, strategy, consulting, or related fields
Experience designing customer journeys, redesigning processes, or developing service strategies
Demonstrated ability to influence without direct authority and lead cross-functional initiatives
Comfortable using data to support recommendations and prioritization
Executive communication skills, with the ability to turn analysis into compelling narratives and decisions
Fluent English
Law degree and/or experience working at a law firm (preferred)
Experience with B2B professional services clients (preferred)
Experience in strategic consulting (preferred)

Benefits

Comp & perks

Hybrid work model
Flex My Way: the opportunity to work from anywhere for up to 8 weeks per year
Grow My Way program, with ongoing learning and skill development opportunities
Medical and dental insurance
Two company-wide mental health days
Performance-based incentive programs
Resources supporting mental, physical, and financial well-being
Two paid volunteer days per year
Opportunities to participate in pro bono consulting projects and ESG initiatives