EES | Sr. Director Client Operations (Remote)

Company Description

About us, but we’ll be brief

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been name in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

As the world of work evolves, human capital management must keep pace.  Employers have been seeking scalable, client-focused alternatives with employee self-service functionality.  In response, Experian has brought together the industry’s leading experts to offer the best of the best – a suite of specialized solutions delivering unmatched service, trusted experience, and client-inspired innovation.  We are keeping the focus and flexibility employers value in boutique providers and adding the resources and security of Experian. We would love you to join us at Experian Employer Services and help us to shape the future of outsourced HR compliance solutions, maximize cost savings, and transform the employee experience for Employer organizations.  

Job Description

As the ideal candidate, you’ll have a proven track record of developing and implementing strategies for optimization adoption across your team and end users. This includes building and implementing scalable processes, establishing and overseeing training programs, and mobilizing and growing your team that will bring the strategy to life. You’ll partner with multiple organizations, including partnering closely with the Customer Success teams across all our services, to enable your team to find meaningful insights that drive client satisfaction and revenue.

The successful candidate is a people leader with a proven track record who is:

• Strategic– ideates, builds, and executes with an ever-evolving future in mind, creates alignment between results, goals, and actions, creates alignment to a future state and leads others to it
• Curious – asks why, willing to take risks, questions traditional approaches, seeks to understand various perspectives, creates meaning for themselves and others
• Focused – results oriented; optimistic about what can be; resilient to setbacks, delivers

What you’ll be doing

·Developing and implementing strategy to expand client insights across all Customer Success teams

·Mobilizing and growing Client Operations team to bring strategy to life

·Leading, coaching, mentoring a remote team based in the U.S.

·Designing and implementing scalable processes between multiple departments that interact with your team, including owning CRM functionality for the service organization

·Establishing and overseeing training programs focused on insight and analytics adoption

·Leading complex analyses of client performance to assess problems and then brainstorm solutions

·Support Customer Success teams to communicate performance insights with clients

·Continuously collaborating with Customer Success leaders to remove barriers and drive results

·Modeling a commitment to equity and inclusion though both words and actions while building an inclusive culture for your team

What your background looks like

·You earned your stripes (10+ years in a client-focused analytics function)

·You enjoy leading teams through change

·You grew a team to service multiple business lines

·You developed strategies, adapted them, failed, grew, and remained resilient

·You lead with humility and seeking first to understand

·You communicate about insights effectively

·You set expectations and reliably meet those expectations

·You work in Salesforce, SQL, and a variety of BI tools

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe.  See our DEI work in action!

Please contact us at JobPostingInquiry@experian.com to request the