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ISRM, Customer Assurance Director

Contract Type
Customer Service, IT, Risk
Expiry Date
The Customer Assurance team within ISRM performs a key role in responding to all Information Security customer requests.

Job Description


We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting and media markets, powered by the world's most trusted news organization.

Business Unit: 

This position directly helps in supporting the growth of the business and the helping our customers understand the Security posture of the products that they procure.

Position Title: ISRM, Customer Assurance Director

Requisition No: JREQ087417

Location: Nottingham, UK

Role Summary: 

  • Support and respond to customer enquiries
  • Meet with our customers to support on site audits and respond to enterprise and product level questions
  • Drive the development of our knowledge management tool with the research and population of product related information
  • The Firm is running a strategic Customer Assurance initiative, the Lead will support this initiative in a variety of areas to help meet the Firms objectives
  • Operational Team Supervision 


Major Responsibilities / Accountabilities: 

  • Provide day to day management for the Operational Customer Assurance Team
  • Support and drive the implementation of new Customer Assurance process across the enterprise
  • Provide support, guidance and leadership for the team and act as an initial point of escalation
  • Collaborate with domain experts, peers and partners; and business or technology leaders across the Thomson Reuters enterprise
  • Track, verify and collect data for reporting and metrics purposes. Report on current state and to identify control gaps. Inform leadership with metrics and develop remediation plans.
  • Populate the internal knowledge management tool with product level information in a structured approach to enable data mining by partnering with the business unit owners.
  • Respond to Customer assurance questionnaires
  • Drive Customer Assurance Audits to support customer requests
  • Report on status of initiatives to all levels in the organization
  • Participate as a member of the Information Customer Assurance Security team
  • Contribute to and achieve business and departmental goals and objectives
  • Deliver processes and services consistently and accurately


Key Relationships: 

  • The Customer Assurance Director will work with a wide variety of internal and external partners. These would include a high number of business unit product and technology specialists, the ISRM Business Unit Information Security Officer groups internally and would participate and lead in customer meetings.


Essential Skills & Experience: 

  • Experience in leading an ISRM customer assurance team
  • Possess' strong verbal & written communication skills and able to 
  • Significant relevant information technology experience
  • Able to work effectively at all levels of an organization with the ability to communicate design rationale and influence others to move toward consensus
  • Strong critical thinking and group facilitation skills
  • Information security experience having worked directly with customers
  • Working knowledge of one or more of the following SOC2, ISO 27000, FISMA, IT UCF, risk assessment methodologies, Shared Assessments, CMMI, ITIL practices, and GRC


Desired Skills & Experience: 

  • Some experience with developing security standards and educational training.
  • Knowledge of industry wide information security frameworks including ISO 27001/2, NIST
  • Information security experience having worked directly with customers


Education/ Certifications: 

  • Bachelor's degree in Information Technology related area
  • Ability to attain industry-related certifications: GSEC, CISSP, CISA, CISM, ITIL


At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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, colour, 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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