Senior Product Manager, Digital Customer Experience
Thomson Reuters
Eagan, Minnesota, United States
23d ago

Job Description

Thomson Reuters Legal is on a mission to create a world-class B2B marketing organization. We have an exciting new opportunity available for the right candidate in our newly created Central Marketing organization.

We are searching for a key role on a new team that will drive and build the digital customer experience for our business.

The Sr. Product Manager will be responsible for the definition, creation, and release of digital customer experiences. This position will define end-

to-end digital experiences and enhancements that are seamlessly integrated across all digital customer touch points. This role will act as a leader within the team, driving high quality customer experiences and exploring what is possible with evolving digital devices and tools.

The successful candidate will have a proven ability to partner with various stakeholders to define, test, validate, and implement new features and ideas that drive value to the customer and the business.

This role will report to the Director, Digital Customer Experience.

Key Accountabilities

Drive strategy and roadmap for the digital customer journey across experiences such as renewals and cross-sell / upsell, across digital touch points

Owns development roadmap and collaborates with team members in marketing, product, sales, and IT / development to identify new opportunities, prioritize enhancements, and secure buy-

in / alignment from all stakeholders.

Collaborates with internal stakeholders to redefine the digital customer experience strategy for Thomson Reuters Legal customers.

Define, design, and prioritize required capabilities and works with IT to incorporate them into development cycles / sprints through story development and engagement with the development and release teams.

Ensures capabilities are developed in accordance to the defined stories

Manages release cycles and ensures that there is minimal disruption to customers during releases

Manages cross-functional coordination to test and validate new ideas, features and capabilities through all release phases including requirements, design, specifications, development timelines, and deployment

Works closely with multiple development teams to actively monitor digital journey performance and assess technical challenges

Manages the prioritization process for bug fixes and performance issues (severity, etc.) to ensure continuous improvement

Manage any needed contractor and agency resources, and collaborate cross-functionally with global teams to achieve collective customer experience goals.


  • Bachelor's degree in applicable field.
  • B2B Marketing experience strongly preferred.
  • 7+ years of product management experience, preferably within a customer journey environment.
  • Strong understanding of online marketing trends and best practices for building digital experiences for B2B prospects and customers.

  • Understanding of all aspects of digital customer experience strategy, including but not limited to information architecture, user experience, digital consumer behaviors, journey design, story development, content strategy, search, conversion optimization, and analytics.
  • Understanding of all aspects of a development life cycle, including but not limited to requirements definition, development practices, testing, and deployment.
  • Experience with JIRA (release management tool) is a plus.

  • Strong understanding of HTML and CSS, and familiarity with adjacent integrations including marketing automation, CRM, or similar technologies.
  • Experience or familiarity with Hybris or Adobe Experience Manager (AEM) CMS is a huge plus.
  • Excellent project management skills and commitment to meeting deadlines and following established processes and policies.
  • Ability to build positive and productive relationships across the business, while ensuring decision making process is efficient, thoughtful and thorough.
  • Proven ability to work effectively with offshore development teams
  • Ability to challenge the status quo when necessary and follows through to ensure steps are taken to make positive change.

    Ability to influence cross functional teams.

    At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers.

    As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.

    With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world.

    Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

    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 country or local law.

    Thomson Reuters is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.

    Intrigued by a challenge as large and fascinating as the world itself? Come join us.

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