Customer Experience Operations Manager, CX at TransUnion

| Chicago
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What We'll Bring

At 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 Bring

7+ 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 Make

This 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SASLanguages
    • HadoopLanguages
    • TableauLanguages
    • AccessDatabases
    • HBaseDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • Microsoft ProjectManagement
    • TumblrCMS
    • HubSpotCRM
    • IntercomCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • Campaign MonitorEmail
    • MailChimpEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

555 W Adams St, Chicago, IL 60661

What are TransUnion Perks + Benefits

TransUnion Benefits Overview

At TransUnion, our associates are our greatest asset. However, we understand that work is only one part of our associates’ lives. We recognize the importance of providing a healthy balance between work and home because that’s really where being a force for good starts.

Culture
Volunteer in local community
We provide U.S.-based associates with a Volunteer Time Off day each year which can be used to donate time outside the office to a cause that matters to them. We also offer a matching gift program.
Partners with Nonprofits
TransUnion partners with non-profits such as Child Rescue Coalition and Credit Abuse Resistance Education (CARE).
Friends outside of work
Eat lunch together
Intracompany committees
TransUnion has a Community and Associate Services Team (CAST), which is responsible for planning events, such as our annual holiday party, take your child to work day, company BBQ, and more!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
We offer virtual yoga and meditation, fitness classes and sponsored races.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
15% discount on TU stock twice a year
Performance Bonus
Match charitable contributions
We offer a matching gift program for associates who choose to make financial contributions to their selected causes. TransUnion will match up to $2,000/ yr for each associate.
Child Care & Parental Leave Benefits
Child Care Benefits
[email protected] provides backup childcare and eldercare for TU associates.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Annual holiday party, company BBQ and take your child to work day
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
We provide U.S.-based associates with a Volunteer Time Off day each year which can be used to donate time outside the office to a cause that matters to them.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
We offer associates globally 1:1 career coaching with our career advisor. Additionally, we have various mentorship opportunities across areas of the business as well as across levels.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Start your day at TU by grabbing an Intelligentsia coffee or a tasty, hot breakfast from our onsite café. Head up to your workspace where you'll get down to business amidst the inspiring backdrop of beautiful downtown Chicago. Brainstorm onsite with team members in a variety of colorful huddle rooms or collaborate cross-functionally with our offices around the world via video conference, Skype or our intranet. Check things off your to-do list as you continually make progress on key business initiatives. Need a quick break? Challenge your colleagues to a game of ping-pong, pool, foosball, pop-a-shot or Mario Kart in one of our three onsite game rooms. Ready to hit the gym? We have one right downstairs complete with a personal trainer and a selection of free instructor-led fitness classes. Keep your energy up. Take a conference call at one of our walking or bicycle desks. Then attend the quarterly town hall to hear from the TU leadership team on progress in the current quarter and plans for the next. After a day of innovation, wind down in one of our massage chairs or join your colleagues at North Avenue for a game of league volleyball, sponsored by TU!

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