Customer Experience Manager

TransUnion's Job Applicant Privacy Notice

Personal Information We Collect

Your Privacy Choices

What We'll Bring:

At TransUnion, 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 encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
Role Dynamic
As a Client Experience Manager, you will be the strategic partner ensuring customers experience seamless onboarding, fast time to value, and sustained success. You’ll work cross functionally with Sales, Account Management, Product, Operations, Engineering, and Compliance to remove friction across the client journey, proactively manage risk, drive adoption of new features, and elevate overall customer satisfaction and retention. The role blends customer success, insights analysis, and post sale project management—and calls for someone who is analytical, empathetic, and execution oriented.

What You'll Bring:

Communication & Leadership

• Excellent written and verbal communication skills in English and Chinese (including Mandarin); confident with customer‑facing conversations, de‑escalations, and executive briefings.
• Excellent leadership, stakeholder management, and people‑management skills; able to influence without authority and coordinate across functions.
• Empathy and professionalism to handle dissatisfied users and turn around challenging situations.
   

Technical & Analytical

• Degree in Computer Science, Information Technology, or related discipline.
• 8+ years in client services, account/service management, or customer success within the Financial Services industry; solid exposure to FinTech preferred.
• Hands‑on experience with Salesforce (or similar CRM) to analyze health signals and craft success journeys; general knowledge of the credit consumer lifecycle.
• Experience managing compliance and audit exercises/programs.
• Advantageous: familiarity with Cloud, APIs, microservices, and ITIL Service Management practices.
• Strong problem‑solving and critical thinking; able to distill complex issues, identify root causes, and drive corrective actions.
   

Execution & Ways of Working

• Excellent organizational and time‑management skills; comfortable managing multiple projects and stakeholders.
• Self‑motivated, resilient under pressure, and able to go the extra mile to deliver outcomes.

Impact You'll Make:

Customer Retention & Churn Management

• Proactively identify churn risks using data insights and customer signals, engaging early to resolve issues before they escalate.
• Strengthen customer relationships through consistent, value‑led engagement focused on long‑term partnership and trust.
   

Accelerated Onboarding & Time‑to‑Value

• Lead customers through a minimal viable onboarding (MVO) path that reduces friction and enables faster product activation.
• Own and align customer SLA requirements with internal delivery capabilities; monitor and escalate risks to ensure timely delivery.
   

Product Adoption & Customer Education

• Conduct personalized strategy and enablement sessions that guide customers toward effective product use and measurable outcomes.
• Provide continuous education and drive awareness of new features, ensuring customers fully leverage product capabilities.
   

Customer Feedback & Insights

• Run active and passive feedback programs to gather insights on user friction, satisfaction, and attrition drivers.
• Analyze and consolidate feedback into actionable recommendations for Product, Operations, and Leadership to improve the customer journey.
   

Strategic Partnership & Customer Needs Alignment

• Collaborate closely with Sales and Account Managers to understand customer objectives, intended use cases, and success requirements.
• Co‑own customer success journeys and support the creation and execution of account plans, including QBR/EBR content.
   

Post‑Sale Project Management & Delivery

• Manage all post‑sale deliverables including usage analysis, reporting, troubleshooting, and customer issue resolution.
• Coordinate cross‑functional teams to remove blockers, resolve queries, and ensure smooth client onboarding and ongoing engagement.
   

Stakeholder Communication & Escalation

• Provide structured updates and clear communications to internal and external stakeholders, including executive‑level summaries.
• Escalate risks and challenges with solution options, ensuring rapid problem resolution and minimal customer impact.

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.

 

TransUnion's Internal Job Title:

Manager I, Customer Engagement