Senior Director – Client & Agent Experience

TransUnion

Leading Client & Agent Experience initiatives at TransUnion to ensure world-class service and operational excellence. Drive improvements in client satisfaction and engagement through strategic programs.

Posted 6/17/2026full-timeChennai • 🇮🇳 IndiaSeniorWebsite

About the role

Key responsibilities & impact

Set the vision and direction for the Client & Agent Experience Programs organization, aligning priorities and interfacing frequently with senior leaders.
Lead end-to-end defect elimination across the client journey for both B2C consumers and B2B customers, driving solutions that remove friction and improve effective problem resolution.
Own and lead TransUnion’s Voice of the Client (VOC) program within the Care & Servicing organization, ensuring client insights are systematically captured, analyzed, and translated into meaningful improvements.
Lead the self-service and automation strategy, leveraging AI/ML to deliver scalable, omnichannel solutions across the client journey.
Embed a culture of continuous improvement across Client Services, in partnership with the Global Operations Continuous Improvement Services team.
Orchestrate complex, cross-functional initiatives across various teams.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Finance/Commerce, Operations Management, or a related quantitative field.
10+ years of experience in program management or senior leadership roles, with a strong record of delivering large-scale initiatives.
Overall experience of 15+ years.
Six Sigma Black Belt or Master Black Belt strongly preferred.
Deep experience with customer service technologies and platforms, including agent tooling and automation solutions.
High degree of comfort leveraging AI/ML to drive customer and operational outcomes.
Strong analytical, problem-solving, and root cause analysis capabilities, with the ability to provide objective, data-backed recommendations.
Exemplary written and verbal communication skills, with proven success influencing senior leadership.
Demonstrated ability to lead teams and deliver results in ambiguous, fast-moving, and resource-constrained environments.

Benefits

Comp & perks

Career development opportunities
Flexible work arrangements
Hybrid working model

ATS Keywords

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Hard Skills & Tools

program managementdefect eliminationcustomer service technologiesautomation solutionsAImachine learningdata analysisroot cause analysiscontinuous improvementlarge-scale initiatives

Soft Skills

analytical skillsproblem-solvingcommunication skillsinfluencingleadershipteam managementadaptabilitystrategic thinkingcollaborationresults-oriented

Certifications

Bachelor’s degreeSix Sigma Black BeltMaster Black Belt