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Customer Experience Analyst

4 months ago

Carrollton, United States Thomson Reuters Full time

**Customer Experience Analyst (Remote)**

**Remote Position**

At Thomson Reuters, we provide information-enabled software to help our customers in the legal, tax, accounting, corporate, news, and media fields, to make decisions that move society forward.

The Customer Experience Analyst is responsible for post-implementation day to day interactions between the customer and Pondera to enhance the overall experience with our products and services. They will work with multiple clients in all verticals of Ponderas business, such as Public Benefits Assistance, Medicaid, Unemployment Insurance, Tax, and Compliance. The Customer Experience Analyst will also collaborate with Ponderas cross functional teams and act as the liaison between the customer and these teams throughout the customer journey.

**About the Role**

In this opportunity as Customer Experience Analyst, you will:

+ **Review and analyze protected and sensitive data** involving Government Programs such as Medicaid, Unemployment, SNAP, TANF, WIC, Tax and Revenue

+ **Collaborate with Development and Analyst teams** to design, review, and assess analytics leveraged in Ponderas suite of tools supporting the detection, investigation and enforcement of fraud in government programs

+ **Participate in weekly client meetings** and develop trusted advisor relationships with end users

+ **Provide client training and guidance** on Ponderas suite of tools**About You**

Youre a fit for the role of Customer Experience Analyst if you possess:

+ Bachelors Degree in criminal justice, healthcare, business, government administration or closely related field (*Required*)

+ 2+ years of professional experience in account management or customer support (*Required*) OR 3 + additional years of experience will fulfill education requirement

+ Licenses/Certifications including but not limited to Certified Fraud Examiner (CFE) or Professional Project Manager (PME) (*Preferred)*

+ Experience in Government social service programs such as Medicaid, SNAP, Unemployment Insurance, TANF, Tax, etc. (*Preferred*)

+ Strong oral and written communication and negotiation skills, including the ability to effectively communicate with both business and technical users, and make presentations

+ Advanced knowledge and skills utilizing Microsoft Word, Excel, PowerPoint

+ Able to manage multiple projects to deadline while paying close attention to detail

+ Strong problem-solving skills, with the ability to seek alternatives, new ideas, and approaches to problems, and develop and implement solutions

+ Strong interpersonal skills, including the ability to maintain effective working relationships with individuals at all levels both inside and outside of the organization

+ Ability to treat confidential information with appropriate discretionAt Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

+ **Our Culture**: Awards, BRGs (Business Resource Groups), events, office perks, flexibility

+ **Learning & Development**: Career tools, learning resources

+ **Benefits**: Health benefits, fitness reimbursement, parental leave, paid time off

+ **Social Impact**: Paid volunteer days, sustainability, community relations**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/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

More information about Thomson Reuters can be found on .