Senior Vice President Digital Experience Platform Enablement and Adoption

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What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

• 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.

Leadership Attributes

• Visionary thinker with the ability to inspire and align teams around a common mission.
• Resilient and adaptable leader capable of navigating complexity and driving change at scale.
• Passionate advocate for customer-centricity and continuous innovation.
• Strong ability to develop strategy/business case and tactics, with a disciplined project management orientation.
• Proven experience building a culture of data-driven decision-making, action, and delivery.

Key Metrics for Success

• Improvement in CX/EX and digital engagement metrics (e.g., NPS, AHT, self-service adoption).
• Growth in revenue and customer retention metrics, including churn reduction, backlog and CLV.
• Operational efficiency gains, including tool modernization and productivity improvements.
• Achievement of strategic milestones within defined timelines and budgets.

Impact You'll Make:

The Senior Vice President, Digital Experience, Platform Enablement & Adoption, will be a transformative leader responsible for shaping TransUnion’s relationship with its customers, consumers and internal stakeholders by driving digital experience initiatives and advancing enablement and adoption. You will create and drive strategy and tool development for our 'lead to cash' echo system.  This role leads our Customer / Consumer Experience and platform teams, as well as adoption and enablement functions.  Ensuring every customer touchpoint-across all channels-delivers seamless and effortless experiences to drive utilization and support revenue optimization and retention.
 

Responsibilities
Customer-Centered Strategy

• 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.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

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.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting ERCoE@transunion.com.

Pay Scale Information :

The U.S. base salary range for this position is $225,800.00 - $474,300.00 *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:

SVP, Business Processes