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 organ