Sr. Director, Head – Client & Agent Experience

TransUnion

Job Location:

Chennai - India

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

TransUnions Job Applicant Privacy Notice

What Well Bring:

Role Overview

TransUnion is seeking a Head of Client & Agent Experience to build and scale an elite technology and dataenabled programs organization that delivers worldclass endtoend experiences for both B2B customers and B2C consumers (together referred to as Client) as well as the agents who serve them.

This leader will set the vision and drive execution for critical elements of TransUnions Client Service strategy including defect elimination across the client journey AIled selfservice and automation agentfacing tooling and CS organizationwide continuous improvement. As the business owner for the Voice of the Client (VOC) program the role converts client signals into prioritized actionraising the bar on experience satisfaction and loyalty at scale.

Operating as a strategic partner to senior leaders across TransUnion this role shapes how we deliver worldclass service today and in the future by uniting client insights business priorities and operational excellence. The role reports to the EVP Global Customer Care and Consumer Servicing Operations.

What Youll Bring:

Key Responsibilities

Client & Agent Experience Strategy

Provide strong leadership and a clear vision for delivering aworldclass client and agent experienceacross TransUnion through both direct teams and enterprise partnerships.

Set the vision and direction for theClient & Agent Experience Programs organization aligning priorities and interfacing frequently with senior leaders.

Defect Elimination & Journey Excellence

Leadendtoend defect eliminationacross the client journey for bothB2C consumers and B2B customers driving solutions that remove friction and improve effective problem resolution.

Establish infrastructure toidentify detect and resolve client experience gaps using datadriven root cause analysis.

Voice of the Client Insights & Quality

Own and lead TransUnionsVoice of the Client (VOC)program within the Care & Servicing organization ensuring client insights are systematically captured analyzed and translated into meaningful improvements.

Build and scale aworldclass Voice of Customerprogramthat supports both external clients and internal teams.

SelfService Automation & Agent Tooling

Lead theselfservice and automation strategy leveragingAI/MLto deliver scalable omnichannel solutions across the client journey.

Own theagentfacing tools strategy partnering with enablement and engineering teams to deliver a bestinclass agent experience.

Continuous Improvement & Operational Excellence

Embed aculture of continuous improvementacross Client Services in partnership with the Global Operations Continuous Improvement Services team.

Design and deploy tailored improvement approaches for the Client Services environment leveragingLean and Six Sigma best practices.

CrossFunctional Leadership

Orchestrate complex crossfunctional initiatives acrossContact Center Operations Quality Assurance Instructional Design & Training Product & Technology Analytics/Data Science Capacity Planning Forecasting & WFM HR and Compliance.

Leadlargescale multigeography technical and operationalprograms in ambiguous and resourceconstrained environments.

Impact Youll Make:

What Youll Bring

Bachelors degree inBusiness Administration Finance/Commerce Operations Management or a related quantitative field.

10 years of experiencein program management or senior leadership roles with a strong record of delivering largescale initiatives.Overall experience of 15 years

Six Sigma Black Belt or Master Black Beltstrongly preferred.

Deep experience withcustomer service technologies and platforms including agent tooling and automation solutions.

High degree of comfort leveragingAI/MLto drive customer and operational outcomes.

Strong analytical problemsolving androot cause analysiscapabilities with the ability to provide objective databacked recommendations.

Exemplarywritten and verbal communication skills with proven success influencing senior leadership.

Demonstrated ability to lead teams and deliver results inambiguous fastmoving and resourceconstrained environments.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Sr Director Operations

Required Experience:

Exec

TransUnions Job Applicant Privacy NoticeWhat Well Bring:Role Overview TransUnion is seeking a Head of Client & Agent Experience to build and scale an elite technology and dataenabled programs organization that delivers worldclass endtoend experiences for both B2B customers and B2C consumers (togethe...