Lead AI Experience Engineer

Job Description

At Thomson Reuters, we're transforming Service Management from a reactive, process-bound group into an AI-native, intelligence-driven organization. Operational data flows into intelligence, intelligence into orchestration, and orchestration into execution, in a closed loop with AI embedded in detection, decision, and action. Our AI Operations and Automation (AIOps) function is the intelligence layer of that model.

Intelligence only matters if people can see it, question it, and act on it. As more of our operations run through AI agents, the layer where people and agents meet the data decides whether any of it gets trusted. You'll build that layer.

Key Responsibilities

This role sits where three disciplines meet: dynamic data visualization, applied AI, and UI/UX. You'll define how our AI agents exchange information with one another and hand it to the engineers who depend on it. You'll design and build interactive visualizations that make dense operational telemetry immediately readable, showing what's happening, why, what the system has already done about it, and what still needs a person. And you'll own the experience end to end, from first prototype to the tools our teams run on every day.

This is an internal role and an exciting one that never existed before. Your users are our own people: the Global Command Center, site reliability and platform engineers, service managers, and the leaders who need to read the health of our systems at a glance. Their trust in what they see is the product.

We don't have a template for this role, and that's the point. You'll help define what it becomes.

You'll join Service Management and Transformation, part of the CIO segment of our Technology organization, and work alongside AIOps, the team building the models and automation behind the interfaces you design. We keep a clear separation between building and running, so you'll have room to build. The role is hybrid, based in our Dallas, TX office.

• Build dynamic data visualization. Design and engineer interactive, real-time views of operational data, including topology and dependency graphs, event and alert streams, incident timelines, and predictive signal. Think D3, WebGL, and modern front end, not drag-and-drop BI.
• Define the agent-to-agent interface. Establish the interfaces and data contracts that let AI agents pass structured, verifiable information to one another, and hand it to engineers in a form they can inspect and challenge.
• Make automated action visible. Our L0 tier is where AI and automation resolve issues ahead of human responders. Show what it did, why, and how confident it was, so engineers supervise machine decisions rather than simply receive them.
• Design the experience. Lead the UI/UX and information architecture: research how responders work under pressure, decide what they need to see and when, shape the interaction model, and make a complex system feel simple to someone working an incident at 3 am.
• Prototype and ship. Turn ambiguous problems into working software quickly, then harden the strongest ideas into tools our teams depend on.
• Set technical direction. As a lead, you'll set the standard for the experience layer, make the architectural calls, and mentor engineers and designers. A builder first, a coach alongside.
• Partner closely. Work day to day with AIOps, Service Data and Insights, Configuration and Topology, Workflow Engineering, and the Global Command Center.

In your first year, you might:

• Replace an operational report our teams read line by line with an interactive view that answers the question in seconds.
• Publish the first version of our agent-to-agent data contract, and prove it with two agents working together in production.
• Ship the interface that lets engineers see, and trust, every L0 resolution they're accountable for.
• Establish the shared patterns the rest of the organization builds on: components, guidelines, and working prototypes.

Required Qualifications

• Experience. 8+ years designing and building software, including data-rich, user-facing products, hands-on applied AI or agentic work, and time setting technical direction for others. A degree in computer science, human-computer interaction, design, or a related field, or equivalent experience.
• A hybrid background. Deep experience in two of these three and fluency in the third: front-end and data-visualization engineering, applied AI, and UI/UX design.
• Information architecture and user-centric design. You structure dense information so people find what matters without hunting for it, and you ground design decisions in research with real users, including interviews, task analysis, and usability testing.
• Dynamic visualization in production. You've shipped interactive data visualization in JavaScript or TypeScript, with React and tools such as D3.js, WebGL, or Canvas, and you care how it feels as much as whether it renders.
• Applied AI fluency. Hands-on with large language models and agentic systems, including tool calling, retrieval, and emerging agent interoperability protocols such as Model Context Protocol (MCP) and Agent2Agent (A2A).
• Programmable interfaces. You design APIs, SDKs, and schemas, including REST or GraphQL, JSON Schema, and typed data contracts, with the same care as a screen, because agents and other systems are users too.
• An operations instinct. You can read telemetry, and you understand what an engineer needs mid-incident versus what they need in the review afterward.
• Product judgment. You start from the engineer's problem, work well in ambiguity, and know what to build and what to leave out.

Preferred Qualifications

• Observability or IT operations experience across metrics, logs, traces, and events, or with platforms such as ServiceNow Event Management, Dynatrace, Grafana, or Splunk.
• Graph and network visualization, streaming data, or time-series work at scale.
• Design-system and accessibility experience (WCAG). You know accessible visualization is better visualization.
• A portfolio. We'd love to see things you've made.

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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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations.

For any eligible US locations, unless otherwise noted, the base compensation range for this role is $137,100 USD - $254,700 USD.

Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

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.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com