Latest Openings at TransUnion

What we’ll bring: 

• A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.
• Flexible time off and an environment that welcomes continued professional growth .
• Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.

What You'll Bring:

Impact you will make:

• Utilize an empathetic approach to create, conduct, and report usability research, user testing, customer interviews, heuristic evaluations, persona creation, benchmarking, analytics analysis, and much more.
• Using consumer insight and UX research, you will partner and nurture relationships with stakeholders across TransUnion to contribute to our customers’ and consumers’ experience. 
• You will lead, guide and inspire research and testing practices. 
• You will partner with UX leads, visual and interactive designers, information architects, developers, agile product teams and the insights team to optimize the content elements based on usability, intuitiveness, consistency, business metrics and time to market.

Impact You'll Make:

We’d love to see:

• Understanding of how to improve user experience.
• Passion for project management.
• Understanding of human psychology and behavioral economics
• Experience with user experience testing platforms.
• Knowledge of mobile first and responsive content strategies

What you’ll bring (Job Description): 

• Leverage data and analytics to assess content performance and work closely with stakeholders to apply these learnings to optimize content.
• Strategic, critical thinking with a passion for usability and interactive experiences that provide positive impressions to customer and consumers.
• Data driven with a love to dig into performance metrics; always seeking improvements coupled with strong critical thinking and a relentless curiosity to listen and explore new ideas from everywhere.
• Utilize an empathetic approach to create, conduct, and report usability research, user testing, customer interviews, heuristic evaluations, persona creation, benchmarking, analytics analysis, and much more.       
• Maintain knowledge of best practices and be well-versed in industry standard approaches to usability, design, common workflows and software functionality.
• Cultivate, strengthen and expand the human centered design approach by sharing and maintaining a centralized repository of insights and report findings. Evangelize user experience and the influence of data driven decision making.
• Give strict attention to regulatory and compliance requirements including but not limited to: ADA, WCGA, Section 508, GDPR, etc.
• Manage the usability testing process from concept to completion maintaining transparency and open communication with all stakeholders. Maximize efficiency, manage and organize a robust content library within an Agile Marketing environment. 
• Self-motivated, quick-thinking, flexible, and able to juggle multiple and diverse responsibilities with a strong emphasis on organization and an unwavering attention to detail. If you experience any blockers, it will be your job to remove them and implement a smoother process. 
• 3+ years of in-house or agency user experience research and testing and can wear multiple hats as needed. 
• Excellent grasp of English and grammar and the ability to communicate proficiently with stakeholders and business leaders. 
• Preferred experience and familiar with the following: UserTesting.com, Google Analytics, Adobe Target, and Salesforce.
• Required to be available during a significant portion of US working hours (Eastern Time zone).

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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

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What You'll Bring:

Responsibilities:

• To support customers in the use and access of TransUnion products and servicesHandling incoming phone calls and emails
• Logging all requests and queries within the help desk system, ensuring the quality and consistency of information capture
• Investigate and diagnose performance issues, queries and provide regular updates where required.
• Analyse/use investigation techniques to resolve queries.
• Resolving queries via different channels such as telephone and email
• Develop good working relationships with key contacts throughout the business internally and externally if required.
• Maintain high levels of customer service.
• Contribute to the continual improvement of the services provided.
• Work within clearly defined standard operating procedures

Requirements/Skills/Qualifications: Essential:

• Experienced in using MS Office, particularly Excel.
• Good communication skills
• Ability to build rapport with customers.Passionate about customer service and putting our clients at the heart of everything they do.
• Experience of working in a service desk / call centre environment.
• Experience within a customer service focused role

Desirable:

• Experience of a help desk call management tool