Customer Experience Research Operations Manager – Manager I (GCC Africa - Remote) at TransUnion

What You'll Bring:

Job Description:

• 2+ years leading consumer insights or research programs, ideally using agile methodology 
• 5+ years of program or project management experience
• Plus 5-7 years business and/or CX experience
• Successful candidates will have good operational discipline, and technical and analytical prowess, be able to juggle multiple priorities, and be comfortable with ambiguity in solving previously unseen problems.
• You have a passion for perfecting the end-to-end experience and for providing needed market and consumer understanding. Plus, you have natural curiosity, perseverance and conscientiousness.
• You must be a strong people manager who is comfortable developing strategies for success whilst simultaneously driving operational improvement. You are willing to roll up your sleeves, dig in and get the job done.
• Experience leading and successfully delivering SaaS projects, and a demonstrated ability to collaborate and influence without authority across multiple functions and levels of an organization, including technical and non-technical stakeholders.
• Track record of attracting, retaining and building diverse, remote teams
• Significant experience managing complex business and/or transactional customer experience programs
• Certification and/or experience with Qualtrics, Medallia preferred
• SalesForce, Workday and other operational system integration experience would be ideal.

Impact You’ll Make:

• You will prioritize, manage and track the diverse portfolio of insight projects that contribute to strategic initiatives across the global enterprise. You will partner closely with the Insights Consultants, Business Stakeholders and Vendors to ensure all deliverables are timely, relevant and actionable. 
• You will lead a virtual team of high-performing analysts, survey designers, data visualizers, and platform administration to provide day-to-day insights operations. You will continuously contribute to value creation through innovative processes, tools and policies, and will focus on improving team effectiveness enabling efficient scaling of operations as the portfolio continues to grow
• You will manage the insights technology stack and its integration with key operational platforms such as Salesforce and Workday to ensure a holistic view of the customer across time, touch-points and journeys. You will partner with vendors to ensure reliable, robust sample response, and will ensure research can be conducted across multiple-channels relevant to the target audience.
• You will match operational and experience datasets to enable deeper understanding and will provide distributed, real-time delivery of insights to stakeholders. You will develop governance processes around access, security, privacy, frequency, survey design and more and will ensure global compliance