Location: Chicago, Illinois
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Team Overview
The 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.
Additional Locations: Reston, Virginia, Crum Lynne, Pennsylvania, Boca Raton, Florida
Job description provided by TransUnion.
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