Manager II, Customer Experience

| Chicago

What We'll Bring

As the Manager, Global Customer Experience you manage and develop a team of advisors, consultants and analysts who engage with TransUnion’s Global Fraud Solutions group’s standard support accounts to accelerate time-to-revenue with dedicated onboarding support, These advisors, consultants and analysts serve as the primary interface for operational teams within our standard support customer base and provide back up support for strategic accounts if questions arise. You will also have to ensure the team is operating efficiently and help build and then enforce KPIs and SLAs. You work closely with Managers across the organization and the Director of Customer Experience to build strategic plays around churn, revenue retention, and customer health. You will also coach and mentor Customer Experience Consultants and Analysts in best practices and tactical measures and work cross-functionally working with Support, Implementation, and Product teams to build a high tech frictionless customer experience.

What You'll Bring

We recruit for and value the following core competencies:

Team Management: As a leader you will contribute to and foster an exceptional and inclusive work environment and build and lead a growing and distributed team of Partner Success professionals who manage strategic partner relationships and understand the partners’ desired outcomes, technical landscapes, and business goals. You set expectations and goals, hold the team accountable for performance, and create a high performing team supporting career growth paths by providing 1:1 coaching and growth opportunities for team members. You will foster a culture of accountability and continuous improvement in the organization, will forecast future headcount needs and recruit for and hire high potential team members.

Process Orientation: You will define and optimize the partner lifecycle post sale for all partners while ensuring we are using consistent processes and tools as appropriate across our cross-functional and multi-regional team. You constantly evaluate results and leverage insights to drive continuous improvement and feedback loops across the organization to continue to develop ‘best practices’ (e.g. client and employee post-onboarding surveys). You understand and own the metrics you are responsible for to track retention, full product adoption, and customer satisfaction. You evolve the metrics and goals as strategic direction expands and you’ll evolve playbooks to onboard, train/enable, and improve processes and systems used by teams to ensure continued success. Partners with cross-functional and regional teams to deliver a superior customer experience as “One Team”

Revenue Influencer: You protect the core value of the relationship and influence future lifetime value of customers through development of enhanced customer success best practices that drive overall customer satisfaction and overall health scores in collaboration with Customer Success leadership

Incident Management: You work closely with the Support & Incident Management function to ensure incident escalations requiring your team’s expertise are handled in accordance of set standards and customer satisfaction. This will require working across functional areas to achieve desired results.

Advocacy: Inspire customer experience across the company and represent the voice of our standard support customers to inform our sales process and product roadmap to drive solution and feature innovations

Mentorship: As the Manager of Customer Experience you are expected to not only have a tremendous impact in transforming our business, but also have a leading role in mentoring and coaching junior teammates to engender effective contribution to TransUnion’s solutions.

Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.

Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.

Impact You'll Make

Qualifications

Bachelor’s degree in business, finance or computer science and/or the equivalent of 7+ years of customer success, operations, sales engineering or support experience with increasing responsibility.

Proven ability to multi-task in a fast-paced environment in which cross-functional teamwork and initiative is a must.

Effective customer-service orientation and relationship-building skills. Proven ability to multi-task in a fast-paced environment in which cross-functional teamwork and initiative is a must.

Flexible work hours in order to accommodate special meeting requests and incidents. Ability to communicate complex ideas effectively – both verbally and in writing – in English and the local office language(s) throughout all levels of an organization. 

Ability to effectively work remotely. Availability for some overnight travel and on call escalations. 

Ability to make independent decisions guided by policies, procedures and business plans

We’d love to see:

Experience managing teams

Experience as a consultant

Fraud management or identity and access management experience

Exposure to the financial services or insurance industries

Knowledge of TransUnion’s fraud and identity product and services

Fluency in Spanish, Portuguese, French, Mandarin, or Japanese

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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 sync
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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