Summary
The Senior Business Analyst (BA) is a key contributor within the Retention group, focused on enhancing customer retention, streamlining digital workflows, and improving the overall customer experience across Thomson Reuters' digital ecosystem. This role bridges the gap between business challenges and actionable solutions, driving high-quality delivery and alignment across cross-functional teams.

About the Role
As Senior Business Analyst, you will play a central role in supporting Retention initiatives by partnering closely with product, engineering, UX, operations, analytics, and change management teams. Your responsibilities will include:

• Business Analysis & Requirements:

  • Lead discovery efforts to define business needs, requirements, and user journeys for Retention initiatives.
  • Create detailed documentation, including user stories, workflows, acceptance criteria, and business rules, to clearly communicate intent and desired outcomes.
  • Analyze existing processes and systems to identify operational gaps, pain points, and opportunities for improvement.
  • Translate complex business problems into structured, well-defined requirements for technical implementation.

• Cross-Functional Collaboration:

  • Serve as a liaison between business stakeholders and technical teams, ensuring consistent understanding and alignment throughout the delivery lifecycle.
  • Collaborate with engineering and product leads during backlog refinement, estimation, sprint planning, and technical scoping.
  • Support coordination across shared capabilities and interdependent teams to maintain velocity, interoperability, and adherence to standards.

• Customer Experience & Journey Support:

  • Map customer flows and highlight friction points affecting retention and engagement.
  • Provide business context for UX research, design decisions, and experience optimization.
  • Advocate for customer-centric design choices that improve clarity, trust, and long-term product adoption.

• Agile Delivery Support:

  • Own and refine epics, capabilities, and user stories in the Retention roadmap.
  • Support QA and UAT through clarifications, acceptance validation, and cross-team coordination.
  • Maintain end-to-end traceability of requirements from ideation to production release.

• Change Management & Operational Readiness:

  • Contribute to impact assessments, stakeholder communication strategies, process updates, and readiness planning.
  • Support rollout of new shared capability standards across Retention and partnering groups.
  • Contribute to operational dashboards and metrics that track performance, adoption

About You

You are a strategic thinker and effective communicator, passionate about improving customer experiences and business outcomes through data-driven analysis and collaboration. You bring:
 

Qualifications – Required

• Bachelor's degree in Business, Technology, Engineering, or a related field.
• At least 5 years of experience as a Business Analyst or Product Analyst within technology or digital product environments.
• Strong analytical, facilitation, and documentation skills.
• Proven ability to operate within complex, cross-functional programs.
• Excellent communication skills, with the ability to engage both technical and non-technical partners.
   

Qualifications – Preferred

• Experience working with customer lifecycle, retention, subscription models, or digital customer journeys.
• Familiarity with Agile frameworks (such as Scrum or Kanban).
• Experience contributing to shared-capability or platform-based organizational models.
• Ability to leverage data and insights to frame problems and support prioritization.
   

Key Competencies

• Structured problem solving
• Requirements elicitation and documentation
• Stakeholder and cross-team collaboration
• Process mapping and optimization
• Critical thinking and decision support
• Strong communication and facilitation skills

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) 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