Customer Experience Advocacy

• Regularly lead customer experience reviews with senior executives and cross-functional peers, driving transparency, prioritization, and action.
• Develop structured feedback mechanisms to capture real-time customer insights and continuously improve engagement strategies.
• Actively champion efforts to simplify and enhance self-service experiences while driving adoption of digital-first solutions

Customer-Centered Strategy

• Solidify TransUnion as a customer-centered organization by championing the customer and driving both evolutionary and revolutionary change to meet their needs.
• Transform the customer relationship from transactional to a true partnership, positioning TransUnion as premier data and insights partner.
• Incorporate Voice of the Customer (VOC) insights into CX/EX strategies, refining customer journeys to deliver digital-first, consistent, and personalized experiences.

• Institutionalize customer experience metrics to measure successOwn the adoption, communication and enablement of use across the enterprise.

Leadership and Collaboration

• Define the vision, goals, and mission for Digital Experience & enablement & adoption to support and execute new initiatives.
• Partner with cross-functional stakeholders, including Sales, Product, Marketing, Global Technology and regional teams, to align strategies and prioritize innovations that drive measurable business impact.

• Lead change management efforts to embed a customer-first mindset across the organization, fostering alignment and accountability.Mentor and develop high-performing teams within the function, cultivating innovation, collaboration, and a results-oriented culture.

Innovation and Technology

• Drive innovation across the end-to-end customer journey, integrating physical, digital, content, and community touchpoints to enhance Digital CX.
• Lead the development and execution of TransUnion’s digital self-service and omnichannel strategy to deliver seamless interactions regardless of engagement channel.

• Leverage AI, automation, and analytics to identify opportunities for efficiency, improve customer and employee experiences (CX/EX), and future-proof tools and platforms.Establish a comprehensive frontline tools strategy, addressing consolidation, elimination, and enhancement to maximize productivity and modernize the technology stack.

Operational Excellence

• Oversee the execution of Digital Experience, Enablement Platform and Adoption initiatives, ensuring milestones, timelines, budgets, and go-to-market strategies are achieved.
• Conduct competitive and market analyses to maintain awareness of advanced self-service and frontline tools within data and information services industry.

• Establish governance frameworks to align CX/EX initiatives, ensure accountability, and track performance against business goals.Define and measure the ROI of CX initiatives, linking efforts to revenue growth, retention, customer lifetime value (CLV), and operational cost savings.

Customer Experience Advocacy

• Regularly lead customer experience reviews with senior executives and cross-functional peers, driving transparency, prioritization, and action.
• Develop structured feedback mechanisms to capture real-time customer insights and continuously improve engagement strategies.
• Actively champion efforts to simplify and enhance self-service experiences while driving adoption of digital-first solutions.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.
Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.