TransUnion

Senior Vice President Digital Experience Platform Enablement and Adoption

TransUnion

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois, New York, Virginia

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Salary

💰 $225,800 - $474,300 per year

Job Level

Senior

About the role

  • 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 success
  • Own 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.

Requirements

  • 15+ years of operational leadership experience.
  • 10+ years of experience overseeing and working in a technology-enabled customer experience environment in a leadership role developing and implementing digital, omnichannel customer support and communications strategies, including the implementation of automation, AI and analytics for customer support and self-service.
  • Work experience in hi-tech and/or data or information services industry is a must.
  • Track record of driving transformational change, achieving measurable business outcomes, and leading high-performing teams.
  • Deep understanding of customer journey design, VOC programs, and the integration of AI, automation, and analytics into CX digital strategies.
  • Strong ability to influence and collaborate across all organizational levels, balancing strategic vision with operational execution.
  • Exceptional problem-solving, analytical, and communication skills with a focus on data-driven decision-making.
  • Bachelor's Degree in related field; Master's Degree with MBA preferred.