Team Overview
TruOps Digital Experience leads transformational initiatives that modernize TransUnion's operational technology, processes, and data. The Change Management team within Digital Experience brings change management, communications, training, and adoption strategies and tools to help the organization learn, engage with and embrace the changes to ensure business impact. The team is expanding to support customer, consumer, and sales tools, and is looking for modern strategies to communicate and train, starting with a Quote-to-Delivery transformation in the US and then bringing the full lead to service stack across international. This Senior Director will lead a growing team and partner with functional leaders, business partners, system integrators, and executive stakeholders to build a scalable change management capability across TruOps. This leader will report to the SVP of Business Processes.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

• Define and lead the change management, communications, training, and adoption strategy for the TruOps Digital Experience portfolio, establishing a proactive and scalable discipline across the organization.
• Establish governance, frameworks, methodologies, and tools for stakeholder analysis, change impact assessments, organizational readiness, resistance management, communications, training, and reinforcement.
• Lead change management for the Quote-to-Delivery transformation and Salesforce implementation, partnering closely with functional leaders, business partners, and the system integrator to support successful U.S. and international deployments.
• Advise executive sponsors and program leaders on organizational readiness, stakeholder engagement, adoption strategy, change risks, and actions needed to achieve business outcomes.
• Develop compelling narratives and audience-specific messaging, representing the program in executive meetings, roadshows, town halls, steering committees, and other leadership forums.
• Proactively engage stakeholders to build understanding, address resistance, reinforce behavioral change, and increase adoption of new tools and processes.
• Establish adoption measures, key performance indicators, feedback loops, and reporting that connect change activities to business outcomes and value realization.
• Build and lead a high-performing team responsible for change management, communications, training, and adoption across transformational initiatives and ongoing platform enhancements.
• Strengthen change management capability within TruOps and create scalable practices that can potentially be expanded across Global Operations.

Required Knowledge and Experiences

• 12+ years of experience leading change management, communications, training, adoption, organizational effectiveness, or enterprise transformation initiatives in complex organizations.
• Experience leading Salesforce, Revenue Operations, Service Operations, Quote-to-Delivery, or digital transformation initiatives.
• Demonstrated expertise applying Prosci ADKAR or comparable change management methodologies to stakeholder engagement, change impact analysis, readiness planning, resistance management, and adoption.
• Experience defining change management strategies, governance models, frameworks, operating practices, and measurable adoption outcomes for large-scale transformation programs.
• Proven ability to influence without authority, advise senior leaders, and build alignment across matrixed organizations through strong executive presence, facilitation, presentation, and storytelling skills.
• Strong business process knowledge and experience establishing key performance indicators and feedback mechanisms to measure adoption, business readiness, and value realization.

Required Technical Skills

• Proficiency applying change management frameworks and tools, including Prosci ADKAR or an equivalent methodology.
• Experience developing stakeholder analyses, change impact assessments, readiness assessments, resistance management plans, and adoption measurement frameworks.
• Ability to use business and adoption metrics to evaluate behavioral change, process effectiveness, and realization of transformation objectives.
• Working knowledge of enterprise platforms and business process transformation, with the ability to understand functional impacts without requiring systems-level technical expertise.

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:

• Prosci Change Management Certification or comparable professional change management certification.
• Financial services experience, particularly within a complex and highly regulated environment. Experience in healthcare or another compliance-driven industry may also translate well.
• Experience building or maturing a change management capability within an organization where formal practices are still developing.
• Experience operating in a global, matrixed enterprise and supporting transformation across U.S. and international stakeholder groups.

#LI-TE1

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 $166,800.00 - $250,000.00 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:
Sr Director, Customer Experience

Company:
TransUnion LLC