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Team Overview
The Client Experience team is responsible for ensuring clients receive maximum value from TransUnion’s products and services through proactive relationship management, product adoption support, issue resolution, and ongoing client engagement. The team works closely with internal business units to improve client satisfaction, support retention, and identify opportunities for growth.
This role reports into the Client Management - Team Leader. 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
- Act as the primary relationship owner and trusted advisor for a portfolio of clients, ensuring they achieve maximum value from TransUnion’s products and services.
- Deliver high-quality account management by serving as the key interface between clients and internal TransUnion business units.
- Support clients in achieving their desired outcomes when using TransUnion’s products and solutions.
- Improve user onboarding time and experience by guiding clients through effective adoption and engagement.
- Facilitate product adoption through established client relationships and proactive support.
- Increase customer retention through relationship-focused client management.
- Improve customer satisfaction by providing post-adoption support and resolving client concerns effectively.
- Work across multiple internal teams to deliver positive client outcomes and ensure issues are addressed in a timely and collaborative manner.
- Maintain commercial awareness to identify opportunities for client growth and improved service delivery.
Required Knowledge And Experiences
- Strong background in credit reporting or a related industry, typically with 3 or more years’ in-depth experience.
- General product knowledge across the credit consumer lifecycle, with the ability to apply this knowledge when supporting client needs and outcomes.
- Strong relationship management skills, with the ability to build trust internally and externally while managing customer concerns, frustration, or dissatisfaction.
- Ability to demonstrate real-time insight, flexibility, and sound judgement across the client engagement model.
- Strong problem-solving and critical thinking skills, with the ability to assess complex situations, resolve customer issues, and provide clear direction to clients or TransUnion associates where required.
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Required Technical Skills
- Experience using Salesforce to analyse customer data points and support the development of customer success journeys.
- Strong working knowledge of Microsoft Excel, Microsoft Word, and Microsoft PowerPoint.
- Working knowledge of Microsoft Visio.
- Ability to use data and product insights to support client engagement, product adoption, and issue resolution.
Desirable Skills & Experience
- Good project and time management skills, with the ability to manage multiple customer and internal stakeholder touchpoints.
- Adaptability and willingness to learn new skills.
- Ability to work collaboratively across internal teams to support positive client outcomes.
What’s in it for you?
At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:
- 26 days annual leave and bank holidays (increasing with service)
- Global paid wellness days off and a bonus day off to celebrate your birthday
- A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
- Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
- Access to our diversity forums and communities so you can get involved in causes close to your heart
TransUnion – a place to grow:
If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.
Flexibility at TU:
We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.
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Additional support:
At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com.
Interview & Hiring Process:
Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview, your recruiter will inform you of this.
We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL, our talent team will contact you directly should we require any assistance.
Find out more about Life At TU UK:
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Lead, Customer Support Operations
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