Sr. Director, Head – Client & Agent Experience
Job Description
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What We'll Bring:
Role OverviewTransUnion is seeking a Head of Client & Agent Experience to build and scale an elite, technology‑ and data‑enabled programs organization that delivers world‑class, end‑to‑end experiences for both B2B customers and B2C consumers (together referred to as ‘Client’), as well as the agents who serve them.
This leader will set the vision and drive execution for critical elements of TransUnion’s Client Service strategy, including defect elimination across the client journey, AI‑led self‑service and automation, agent‑facing tooling, and CS organization‑wide continuous improvement. As the business owner for the Voice of the Client (VOC) program, the role converts client signals into prioritized action—raising the bar on experience, satisfaction, and loyalty at scale.
Operating as a strategic partner to senior leaders across TransUnion, this role shapes how we deliver world‑class service today and in the future by uniting client insights, business priorities, and operational excellence. The role reports to the EVP, Global Customer Care and Consumer Servicing Operations.
What You'll Bring:
Key Responsibilities
Client & Agent Experience Strategy
Provide strong leadership and a clear vision for delivering a world‑class client and agent experience across TransUnion through both direct teams and enterprise partnerships.
Set the vision and direction for the Client & Agent Experience Programs organization, aligning priorities and interfacing frequently with senior leaders.
Defect Elimination & Journey Excellence
Lead end‑to‑end defect elimination across the client journey for both B2C consumers and B2B customers, driving solutions that remove friction and improve effective problem resolution.
Establish infrastructure to identify, detect, and resolve client experience gaps, using data‑driven root cause analysis.
Voice of the Client, Insights & Quality
Own and lead TransUnion’s Voice of the Client (VOC) program within the Care & Servicing organization, ensuring client insights are systematically captured, analyzed, and translated into meaningful improvements.
Build and scale a world‑class Voice of Customer program that supports both external clients and internal teams.
Self‑Service, Automation & Agent Tooling
Lead the self‑service and automation strategy, leveraging AI/ML to deliver scalable, omnichannel solutions across the client journey.
Own the agent‑facing tools strategy, partnering with enablement and engineering teams to deliver a best‑in‑class agent experience.
Continuous Improvement & Operational Excellence
Embed a culture of continuous improvement across Client Services, in partnership with the Global Operations Continuous Improvement Services team.
Design and deploy tailored improvement approaches for the Client Services environment, leveraging Lean and Six Sigma best practices.
Cross‑Functional Leadership
Orchestrate complex, cross‑functional initiatives across Contact Center Operations, Quality Assurance, Instructional Design & Training, Product & Technology, Analytics/Data Science, Capacity Planning, Forecasting & WFM, HR, and Compliance.
Lead large‑scale, multi‑geography technical and operational programs in ambiguous and resource‑constrained environments.
Impact You'll Make:
What You’ll Bring
Bachelor’s degree in Business Administration, Finance/Commerce, Operations Management, or a related quantitative field.
10+ years of experience in program management or senior leadership roles, with a strong record of delivering large‑scale initiatives. Overall experience of 15+ years
Six Sigma Black Belt or Master Black Belt strongly preferred.
Deep experience with customer service technologies and platforms, including agent tooling and automation solutions.
High degree of comfort leveraging AI/ML to drive customer and operational outcomes.
Strong analytical, problem‑solving, and root cause analysis capabilities, with the ability to provide objective, data‑backed recommendations.
Exemplary written and verbal communication skills, with proven success influencing senior leadership.
Demonstrated ability to lead teams and deliver results in ambiguous, fast‑moving, and resource‑constrained environments.
TransUnion Job Title
Sr Director, Operations