Business Analyst, Customer Success Analytics & AI
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Were looking for aBusiness Analyst Customer Success Analytics & AIto help Customer Success leaders make faster better decisions through actionable insightsand to shape how we useAI and Digital Customer Successto scale. This individual contributor role inCustomer Success Operationsblends strategic leadership with hands-on analysis partnering closely with CS data teams (BI Reporting & Insights Data Operations) and CS stakeholders to turn reporting into clear recommendations and measurable next steps.
About the Role
In your capacity supporting Customer Success analytics and AI enablement:
Partner with CS leaders and cross-functional stakeholders to understand goals pain points and the decisions analytics must enable.
Translate ambiguous requests into clear analytics requirements (scope definitions KPI logic acceptance criteria and rollout plans).
Own a prioritized CS analytics/insights roadmap; manage timelines dependencies tradeoffs and stakeholder communications.
Coordinate delivery across BI Reporting & Insights and Data Operations to ensure high-quality adopted outputs.
Produce recurring and ad hoc insights across the CS lifecycle including trend/driver analysis and executive-ready storytelling.
Deliver crisp recommendations and actions (not just dashboards) highlighting opportunities risks and measurable next steps.
Help define and execute Customer Success AI strategy: identify and prioritize AI use cases size impact assess feasibility/data readiness and define measurement.
Support responsible AI practices in partnership with IT/Security (governance access controls adoption).
Build measurement and analytics frameworks to support Digital CS at scale (segmentation funnel/journey views play/program effectiveness and capacity/coverage modeling).
Guide teammates on data best practices (data quality governance and reporting standards).
Key Outcomes
Clear decision-ready insights that drive action across the CS lifecycle (not just reporting).
A well-managed adopted analytics roadmap that improves CS prioritization and operational execution.
Scalable Digital CS measurement (segmentation alerts/exception-based management journey visibility program effectiveness).
AI use cases delivered with defined value governance and measurable business outcomes.
Strong cross-functional alignment across CS leaders BI/Insights Data Operations and IT/Security.
About You
You are a fit for this role if you have:
48 yearsin Business Analysis CS Ops/RevOps Strategy & Ops analytics or similar roles blending stakeholder leadership and data-driven decision support.
12 yearsusing AI-driven analytics platforms or ML tools to deliver actionable business insights.
Strong requirements gathering and stakeholder management skills; able to take problems from ambiguity to shipped deliverables.
Proven ability to translate data into executive-ready narratives recommendations tradeoffs and action plans.
Analytical fluency: KPI design segmentation/cohort analysis driver analysis funnel/journey thinking and data quality awareness.
Comfort working with technical partners to validate metric logic and data definitions (warehouse/BI context).
Experience with AI/analytics tools such as Cursor ThoughtSpot DataRobot (or similar).
Nice to have:experience supporting Customer Success motions (adoption/health renewals/expansion onboarding) digital CS programs (tech-touch lifecycle orchestration) and hands-on SQL/Snowflake or Power BI/Tableau reporting; experience implementing AI-enabled workflows with measurement governance and change management.
Tools Youll Work With
Salesforce Gong Snowflake Power BI Tableau Azure DevOps Claude ChatGPT and additional Thomson Reuters AI tools within the Thomson Reuters ecosystem.
Estimated query cost:
$0.0093 USD
Brittney ShortBS
Were looking for aBusiness Analyst Customer Success Analytics & AIto help Customer Success leaders make faster better decisions through actionable insightsand to shape how we useAI and Digital Customer Successto scale. This individual contributor role inCustomer Success Operationsblends strategic leadership with hands-on analysis partnering closely with CS data teams (BI Reporting & Insights Data Operations) and CS stakeholders to turn reporting into clear recommendations and measurable next steps.
About the Role
In your capacity supporting Customer Success analytics and AI enablement:
Partner with CS leaders and cross-functional stakeholders to understand goals pain points and the decisions analytics must enable.
Translate ambiguous requests into clear analytics requirements (scope definitions KPI logic acceptance criteria and rollout plans).
Own a prioritized CS analytics/insights roadmap; manage timelines dependencies tradeoffs and stakeholder communications.
Coordinate delivery across BI Reporting & Insights and Data Operations to ensure high-quality adopted outputs.
Produce recurring and ad hoc insights across the CS lifecycle including trend/driver analysis and executive-ready storytelling.
Deliver crisp recommendations and actions (not just dashboards) highlighting opportunities risks and measurable next steps.
Help define and execute Customer Success AI strategy: identify and prioritize AI use cases size impact assess feasibility/data readiness and define measurement.
Support responsible AI practices in partnership with IT/Security (governance access controls adoption).
Build measurement and analytics frameworks to support Digital CS at scale (segmentation funnel/journey views play/program effectiveness and capacity/coverage modeling).
Guide teammates on data best practices (data quality governance and reporting standards).
Leverage tools includingSalesforce Gong Snowflake Power BI Tableau Azure DevOps Claude ChatGPT and Thomson Reuters AI toolsto analyze data automate insight generation and deliver scalable reporting and enablement.
Key Outcomes
Clear decision-ready insights that drive action across the CS lifecycle (not just reporting).
A well-managed adopted analytics roadmap that improves CS prioritization and operational execution.
Scalable Digital CS measurement (segmentation alerts/exception-based management journey visibility program effectiveness).
AI use cases delivered with defined value governance and measurable business outcomes.
Strong cross-functional alignment across CS leaders BI/Insights Data Operations and IT/Security.
About You
You are a fit for this role if you have:
48 yearsin Business Analysis CS Ops/RevOps Strategy & Ops analytics or similar roles blending stakeholder leadership and data-driven decision support.
12 yearsusing AI-driven analytics platforms or ML tools to deliver actionable business insights.
Strong requirements gathering and stakeholder management skills; able to take problems from ambiguity to shipped deliverables.
Proven ability to translate data into executive-ready narratives recommendations tradeoffs and action plans.
Analytical fluency: KPI design segmentation/cohort analysis driver analysis funnel/journey thinking and data quality awareness.
Comfort working with technical partners to validate metric logic and data definitions (warehouse/BI context).
Experience with AI/analytics tools such as Cursor ThoughtSpot DataRobot (or similar).
Preferred Experience with:
Supporting Customer Success motions (adoption/health renewals/expansion onboarding) digital CS programs (tech-touch lifecycle orchestration) and hands-on SQL/Snowflake or Power BI/Tableau reporting; experience implementing AI-enabled workflows with measurement governance and change management.
#LI-BS1
Whats in it For You
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.
Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.
Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.
We are powered by the talents of 26000 employees across more than 70 countries where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity accuracy fairness and transparency are under attack we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business 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 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 on requesting an accommodation here.
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Required Experience:
IC
Key Skills
- SQL
- Agile
- Business Analysis
- Visio
- Waterfall
- Business Process Modeling
- Requirements Gathering
- User Acceptance Testing
- Business requirements
- SDLC
- Systems Analysis
- Data Analysis Skills
About Company
Thomson Reuters (NYSE / TSX: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. The company serves professionals across legal, tax, accounting, compliance, government, and media. Its prod ... View more
