Business Quality & Process Analyst - Semi Sr.

Business Operations & Planning Analyst – Semi Sr.

Are you data-driven and passionate about operational excellence? Do you love turning complex data into actionable insights that drive product improvements and operational efficiency? If you thrive in fast-paced environments where your analytics directly impact business outcomes, we'd like to talk to you.

In the Agent Experience (AX) space at Thomson Reuters, we're deploying AI-powered tools that transform how customer service teams work. Our Agentforce platform is helping agents resolve customer issues faster and more accurately. As our Business Operations & Planning Analyst, you'll be the data champion who ensures we understand what's working, what isn't, and where we should go next. You'll analyze adoption patterns, performance metrics, and user feedback—then translate those insights into clear recommendations that shape our product roadmap and operational strategy. This is a high-visibility role where you'll partner directly with product, engineering, and operations leadership to measure and drive the success of our AI investments.

About the Role:

In this opportunity as a Business Operations & Planning Analyst, you will:

• Analyze Adoption, Usage, and Performance Data: Monitor and analyze adoption trends across our AI-assisted products, including feature usage, user engagement, and stickiness metrics. Identify patterns in which teams are adopting tools quickly vs. slowly, and surface root causes (training gaps, workflow friction, lack of awareness).
• Develop Operational Dashboards & Reporting Solutions: Build and maintain dashboards using Salesforce reporting, Tableau, Power BI, or similar tools that track key performance indicators (adoption rates, feature usage, latency, system health, user feedback). Create executive-ready monthly reports and presentations that summarize progress against goals and highlight opportunities for improvement.
• Investigate Issues & Identify Trends: Dive deep into reported problems using Salesforce session traces, quality scores, and other diagnostic data. Identify recurring issues, performance degradation, or adoption blockers. Synthesize findings into clear problem statements and recommendations for product and technical teams.
• Partner with Cross-Functional Stakeholders: Work closely with product, engineering, operations, and customer success teams to understand their reporting needs, translate requirements into data models, and deliver insights that inform decision-making. Act as a liaison between business users and technical teams to ensure data integrity and metric consistency across reporting systems.
• Support Data Modeling & Data Discovery: Collaborate with engineering and data teams on data architecture decisions, including mapping Salesforce data models for analytics, identifying which data should be brought into enterprise data platforms (Snowflake), and defining required joins and relationships. Stay current with new Salesforce features and assess their analytics implications.
• Translate Data Into Actionable Recommendations: Go beyond reporting to provide strategic insights. Identify improvement opportunities (new use cases, feature enhancements, process optimizations) based on data trends. Present findings and recommendations to leadership with supporting analysis and potential business impact.

About You:

You're a fit for the role of Business Operations & Planning Analyst if you have the following required qualifications:

• 3+ years of experience in data analysis, business operations, or analytics roles. Experience in SaaS, software products, or contact center/customer service environments is preferred.
• Strong proficiency with at least one data visualization or business intelligence tool (Tableau, Power BI, CRM Analytics (CRMA), Looker, or similar). Ability to build dashboards that are intuitive, accurate, and actionable.
• Experience with Salesforce or similar CRM platforms, including knowledge of data structure, reporting, and analytics capabilities. Familiarity with Salesforce Data Cloud, Einstein features, or similar AI-enabled platforms is a plus.
• Solid foundation in SQL for data analysis, with the ability to query databases, validate data quality, and investigate discrepancies. Python is a plus for more advanced analysis.
• Commitment to data security and governance. Understanding of how to handle sensitive customer data responsibly, and a track record of following data access, privacy, and governance policies to keep customer and company information secure.
• Strong analytical and problem-solving skills with the ability to translate business questions into data analysis tasks. Experience with hypothesis-driven analysis and statistical thinking.
• Excellent communication skills, with the ability to explain complex data findings to both technical and non-technical audiences. Experience presenting insights to executive leadership.
• Self-starter mentality with the ability to work independently, prioritize competing requests, and manage projects with minimal oversight.
• Live in Mexico.

Additional preferred qualifications include:

• Experience with Agentforce, Copilot, or other AI-assisted customer service platforms.
• Familiarity with data warehousing platforms (Snowflake, BigQuery, Redshift) and ETL/ELT processes.
• Background in contact center operations or customer service, including understanding of metrics like FCR (First Contact Resolution), AHT (Average Handle Time), adoption rates, and customer satisfaction.
• Experience with Azure DevOps (Boards), Confluence, or other project management tools. Comfort working in Agile environments.
• Bachelor's degree in business, data science, statistics, computer science, or related field (or equivalent professional experience).

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• 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 tomorrow’s 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 26,000 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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More information about Thomson Reuters can be found on thomsonreuters.com