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Team Overview
This team advances customer-facing digital messaging experiences through conversational AI, chatbots, AI Agents, and related self-service capabilities. The team works across business, operations, technology, and external partners to deliver scalable experiences that improve consumer outcomes and create operational efficiencies across channels. It connects product direction with cross-functional delivery, ensuring digital capabilities move from concept to measurable business outcomes. This role reports to the Sr Director, Consumer Capability. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.Role Overview And Core Responsibilities
- Define and maintain the product vision, strategy, roadmap, priorities, and success measures for digital messaging, chatbot, and AI Agent capabilities.
- Align product priorities with business objectives, customer needs, operational goals, enterprise technology strategy, architecture, and risk requirements.
- Identify opportunities to simplify processes and improve customer and associate experiences through automation, self-service, artificial intelligence (AI), and digital capabilities.
- Partner with operations, engineering, user experience (UX), analytics, architecture, and technology teams to translate business and customer needs into requirements, user stories, acceptance criteria, and implementable solutions.
- Lead complex cross-functional implementations from concept through launch, including integrated delivery plans, milestones, release readiness, testing, implementation, and post-launch stabilization.
- Coordinate dependencies across business, operations, technology, vendors, risk, and other stakeholders; proactively manage risks, issues, scope decisions, constraints, and escalations.
- Establish product operating practices for intake, prioritization, decision rights, status visibility, stakeholder alignment, standards, policies, and controls.
- Ensure conversational experiences provide intuitive customer journeys, appropriate escalation paths, operational readiness, and measurable customer and business outcomes.
- Define and monitor key performance indicators (KPIs), adoption metrics, customer feedback, operational data, and business outcomes to drive continuous improvement and value realization.
Required Knowledge And Experiences
- Bachelor's degree or equivalent experience that supports product leadership across business, operations, technology, or a related discipline.
- Experience in product management, business transformation, operations, technology, or a related field, with demonstrated ability to define strategy, manage priorities, and deliver results through cross-functional teams.
- Experience partnering with business and technology teams to deliver enterprise solutions and lead digital transformation, workflow automation, self-service, AI, or process optimization initiatives.
- Knowledge of digital messaging, conversational AI, chatbots, AI Agents, contact center technologies, and customer-facing digital experiences, applied to product direction and solution delivery.
- Strong analytical, problem-solving, communication, and stakeholder management skills for leading decisions and outcomes in a highly matrixed environment.
Required Technical Skills
- Ability to define product requirements, user stories, acceptance criteria, roadmaps, release plans, and measurable outcomes.
- Working knowledge of digital messaging platforms, conversational AI, chatbots, AI Agents, digital self-service, and contact center technology.
- Experience with Agile delivery methodologies and product management frameworks.
- Ability to use analytics, operational data, customer feedback, and performance insights to guide product decisions and measure value.
We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:
- Delivering conversational experiences with clear escalation paths and operational readiness requirements.
- Coordinating external partners, platform support teams, vendors, or system integrators.
- Developing business cases or investment recommendations based on expected value and outcomes.
- Providing concise executive-level reporting on delivery health, milestones, risks, dependencies, and decisions.
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
Advisor, Consumer Capability
Skills Required
- 5+ years of project management experience, including leading digital transformation initiatives or technology programs
- Experience across the project lifecycle with demonstrated success across time, cost, and quality metrics
- Experience managing multiple projects simultaneously within a portfolio environment
- Experience working with cross-functional teams in Agile, hybrid, or traditional delivery environments
- Project management qualifications such as PRINCE2, PMP, APM-PMQ, MSP, or Agile
- Competent use of Smartsheet, Jira, Microsoft Project, Azure DevOps, or similar project management software
- Ability to create and maintain dashboards, project reporting, and portfolio visibility
- Familiarity with customer experience, digital channels, conversational AI, CRM platforms, contact center technologies, or enterprise software initiatives
- Ability to navigate different working styles while keeping communication clear and respectful
- Ability to influence business, technology, and operations stakeholders without direct authority
- Strong stakeholder management and relationship-building skills
- Strong executive presence and communication skills
What the Team is Saying
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What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Employees engage in a combination of remote and on-site work.
