Business Analyst, Customer Success Analytics & AI

Thomson Reuters is seeking a Business Analyst in Customer Success Analytics & AI to empower Customer Success leaders with actionable insights and drive the use of AI and Digital Customer Success. This role involves strategic leadership and hands-on analysis, collaborating with data teams and stakeholders to transform reporting into clear recommendations and measurable actions.

Responsibilities:

• 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 including Salesforce, Gong, Snowflake, Power BI, Tableau, Azure DevOps, Claude, ChatGPT, and Thomson Reuters AI tools to analyze data, automate insight generation, and deliver scalable reporting and enablement

Requirements:

• 4–8+ years in Business Analysis, CS Ops/RevOps, Strategy & Ops, analytics, or similar roles blending stakeholder leadership and data-driven decision support
• 1–2+ years using 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, H2O.ai (or similar)
• Leverage tools including Salesforce, Gong, Snowflake, Power BI, Tableau, Azure DevOps, Claude, ChatGPT, and Thomson Reuters AI tools to analyze data, automate insight generation, and deliver scalable reporting and enablement
• Experience supporting Customer Success motions (adoption/health, renewals/expansion, onboarding)
• Experience with digital CS programs (tech-touch, lifecycle orchestration)
• Hands-on SQL/Snowflake or Power BI/Tableau reporting
• Experience implementing AI-enabled workflows with measurement, governance, and change management