Team OverviewThe Customer Experience team helps customers achieve their objectives by providing operational and technical support across our fraud and identity platforms and services. The team monitors solution performance against service level agreement (SLA) standards, manages issues through resolution, and develops solutions that strengthen customer outcomes and relationships.
This role reports to the Director of Customer Experience and collaborates with cross-functional teams supporting pioneering products and technology.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.
Role Overview and Core Responsibilities- Build customer confidence through timely, reliable communication, effective project management, and consistent follow-through.
- Lead customer initiatives throughout the project lifecycle, coordinating activities, stakeholders, and deliverables to support successful implementations and project outcomes.
- Serve as the first line of support for day-to-day operational and technical questions from standard support customers, responding to tickets within established departmental SLA requirements.
- Monitor service statistics, prepare detailed reports, and accurately track customer issues through complete resolution.
- Provide operational support for customer issues involving fraud and identity platforms, products, and solutions, partnering with internal teams as needed.
- Consult with customers to identify opportunities and challenges and develop practical, efficient, and data-informed solutions aligned with their objectives.
- Strengthen customer relationships by identifying needs beyond direct project work, communicating relevant opportunities and insights to Sales, and representing the voice of the customer to help inform the sales process, product roadmap, and future solution and feature innovation.
- Build effective relationships with local and remote cross-functional team members, sponsors, key stakeholders, and executives.
- Take ownership of assigned work and deliver high-quality results and recommendations in a fast-paced environment with limited guidance.
- Willingness to work flexible hours as needed to support on-call and critical customer incidents and collaborate with globally distributed teams and customers. Must be available to work Pacific Time (PT) hours to ensure adequate coverage and support for customers.
Required Knowledge and Experiences- Bachelor's degree in business, finance, computer science, or a related field, or equivalent relevant education and experience that supports effective customer consultation and technical problem-solving.
- At least three years of experience in consulting, project management, implementation management, fraud management, customer success, or related discipline, with demonstrated ownership of customer initiatives and outcomes.
- Demonstrated ability to identify customer opportunities and challenges and translate findings into practical, data-driven solutions.
- Strong customer-service orientation and relationship-building skills, with the ability to communicate complex ideas clearly in English, verbally and in writing, across organizational levels.
- Ability to manage multiple priorities, collaborate effectively with remote teams, make decisions within established policies and business plans, accommodate meetings across time zones, participate in an on-call rotation, and travel overnight when needed.
Required Technical Skills- Experience supporting technology platforms, products, or solutions and managing operational or technical customer issues through resolution.
- Ability to monitor service-level performance, interpret service statistics, prepare detailed reports, and maintain accurate issue and ticket documentation.
- Proficiency using standard project-management, customer-support, ticketing, reporting, and collaboration tools to coordinate work and communicate progress.
We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:- Knowledge of fraud, identity, risk, or related customer solutions and services.
- Experience supporting customer implementations or initiatives across multiple phases of the project lifecycle.
- Experience partnering with Sales, Product, and technical teams to share customer insights and identify opportunities.
- Ability to work effectively with sponsors, stakeholders, and executives in local and remote environments.
Benefits that support every part of your life:At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.
For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.
For Your Protection: We've got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.
For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care[redacted] membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
For Your Future: Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.
For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.
For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.
Pay Scale Information:The U.S. base salary range for this position is $72,300.00 - $105,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion's annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.
TransUnion's Internal Job Title:
Consultant, Consumer Experience
Company:
TransUnion LLC
