Senior Customer Engagement Consultant

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Team Overview

As a Senior Customer Engagement Consultant, you are an integral part of the Customer Engagement Team delivering critical services to our customers. You own the operational relationship with high level premium and strategic clients and position yourself as a trusted advisor to their teams. You will lead customer engagements across a range of industries and types of projects such as onboarding, training, strategic operation reviews, operational support, fraud analyses and consulting activities. In this role, you will report to the Manager, Customer Experience 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

• Engagement Management: Serve as a trusted advisor to premium clients, guiding them through onboarding, training and strategic operational reviews. Develop fraud risk maturity models and ensure optimal adoption of TU’s Fraud solutions
• Operational Support: Provide operational support for the clients under your management to give customers a single point of contact for all issues related to our platforms and solutions
• Delivery Management: Apply demonstrated proficiency to understand business and technical requirements to plan and manage all phases of solution delivery
• Fraud Subject Matter Expertise: Provide specialized expertise for all operational related initiatives for the Global Fraud Solutions group
• Problem Solving mindset: Identify the most critical aspects of the problem, and guide business-focused solutions and recommendations that drive customer value.  
• Advocacy: Represent the voice of the customer to shape product roadmaps and drive innovation in fraud prevention
• Growth Orientation: Identify opportunities for solution expansion and collaborate with sales to support renewals and proof-of-concept initiatives
• Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
• Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations

Required Knowledge and Experiences

• Bachelor’s degree in business, finance or computer science or the equivalent plus 5+ years consultancy, fraud prevention solution experience  
• Proven ability to identify fraud risks and digital identity challenges, consult with customers to provide insights and develop solutions to address these areas
• Strong customer-service orientation and relationship-building skills
• Ability to thrive in a fast-paced environment balancing strategic thinking with execution with limited resources
• Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges
• Advanced skills with MS Word, Excel, and PowerPoint

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 development in: 

• Experience in fraud industry especially digital identity and device fraud prevention solutions
• Customer Engagement experience
• Knowledge of TransUnion’s fraud and identity products and services
• Exposure to the financial services or insurance industries
• Working knowledge of JSON, Tableau, Looker and/or Big Query

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Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well—from day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We’ve got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future: Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long‑term care insurance to plan confidently.

For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well‑being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Pay Scale Information:

The U.S. base salary range for this position is $82,700.00 - $120,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

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's Internal Job Title:

Sr Consultant, Customer Experience

Company:

TransUnion LLC