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Lead cross-functional initiatives to implement digital service platforms and CRM integrations within a global matrixed environment. Drive projects from concept to delivery while managing governance, stakeholder alignment, and executive reporting.
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Team Overview
The Conversational Experiences & Digital Services team supports the evolution of digital customer experiences, conversational AI, and enterprise service platforms. This team partners with senior leaders, business stakeholders, and technology teams to deliver high-impact strategic initiatives that improve customer experience across channels. The role contributes to large-scale digital service platform and CRM integration work within a global, highly matrixed environment. This role reports to a 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
Lead cross-functional initiatives within a global, highly matrixed environment, with a focus on implementing digital service platforms and CRM integrations that improve customer experience across channels.
Drive large-scale, cross-functional projects from concept through delivery while bringing structure to ambiguity and solving complex implementation challenges.
Facilitate collaboration between operations, product, engineering, analytics, UX, and business teams to support stakeholder alignment and delivery clarity.
Drive project governance, stakeholder alignment, project meetings, status reviews, and decision-making sessions.
Ensure clarity around ownership, deliverables, timelines, risks, issues, and dependencies throughout the project lifecycle.
Partner with business stakeholders to translate strategic initiatives into well-defined projects with clear objectives, scope, success measures, and key deliverables.
Create and manage realistic project plans, structures, and processes that support on-time and on-budget project delivery.
Act as a bridge between stakeholders by translating business needs into clear plans and fostering open communication and collaboration across cross-functional teams.
Run status meetings, prepare executive-level summaries, track action items through completion, and maintain project dashboards, reporting, and portfolio visibility.
Monitor project health, communicate risks, dependencies, and key decisions, and support leadership with data-driven insights and recommendations.
Required Knowledge And Experiences
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.
Required Technical Skills
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.
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:
Ability to navigate different working styles without friction 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.
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.
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