Customer Experience Operations Manager, CX at TransUnion
What We'll BringAt TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
What You'll Bring7+ years of progressive experience in a fast paced, support operations or program management focused role
Solid program management including strategic planning, organization, execution, and follow-through.
Skilled at cross organizational collaboration and influencing interpersonally, at all levels, to build alignment and drive closure on issues and results.
Competency in the areas of analytical/financial thinking, creative problem solving, process development and strategic development.
We'd love to see:
High personal accountability for self and others and models Microsoft values
Strong organizational skills, excellent execution, and follow through skills.
Ability to adapt and change with the needs of the organization and business.
Manages confidentiality without exception; demonstrates outstanding judgment.
Impact You'll MakeThis role will be responsible for ensuring a streamlined customer and associate experience through coordinating activities across the journey owners to deliver a best in class experience for our customers and our employees, while serving as Journey Owner for one TransUnion Journey.
This individual will ensure that maximum business value is consistently reflected across journeys and They will work with the business to define a journey roadmap and maintain a consistent improvement plan to deliver maximum value while remains synchronized with the overall Program strategy. He/she will be responsible for defining and driving the successful execution of projects and change initiatives, including budget, resourcing and stakeholder management.
The Journey owner leader will build the processes and communication framework to coordinate across journeys to ensure development of journey specific KPI’s and scorecards, delivery of insights and updates to business teams. He/She will also provide an intake que for customer or associate enhancements and manage roadmap communication.
Specialize in continuous process improvement for Customer Interactions, Sales Interactions and Operations interactions across the customer journeys and can identify business themes and trends that may influence customer vision at the roadmap level. Manage and escalate tradeoff decisions across journeys between scope schedule customer or associate experience.
The development and management of Customer Journeys is a new capability being created within TransUnion and will require an innovative, driven leader that will build foundational assets needed to drive development of a modernized customer and associate experience.