At a Glance
- Tasks: Drive customer success and engagement with innovative fraud solutions.
- Company: Join TransUnion, a forward-thinking global business with a collaborative culture.
- Benefits: Enjoy 26 days annual leave, wellness days, private healthcare, and a generous pension scheme.
- Other info: Flexible working arrangements and a commitment to diversity and inclusion.
- Why this job: Make a real impact by helping customers maximise their success and prevent fraud.
- Qualifications: Experience in customer success or fraud management, with strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
The Customer Success team within TransUnion's Global Fraud Solutions business is responsible for driving customer adoption, operational excellence, and long-term value realization across our fraud and identity solutions. The team serves as a trusted partner to strategic customers, helping them maximize the effectiveness of TransUnion's products while supporting business growth, fraud prevention, and customer success outcomes.
This role reports into the Customer Experience Manager. 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
- Serve as the primary operational relationship owner for premium and strategic customers, ensuring a high-quality customer experience throughout the partnership.
- Lead customer engagements including onboarding, training, operational reviews, solution adoption, fraud analysis, and consulting initiatives.
- Act as a trusted advisor by providing industry expertise, solution guidance, and best practices that help customers achieve their business and technical objectives.
- Develop and execute customer success plans that drive adoption, product maturity, and long-term value realization.
- Lead and manage customer projects through all phases of the project lifecycle, ensuring successful and timely delivery.
- Conduct strategic reviews and provide actionable insights based on customer performance, usage trends, and fraud-related data.
- Partner with Sales teams to support proof-of-concept engagements, customer renewals, and business expansion opportunities.
- Identify and communicate opportunities for increased customer engagement, advocacy, and collaboration.
- Represent customer feedback and requirements to internal stakeholders to influence product enhancements and solution development.
- Provide ongoing operational support and act as a single point of contact for customer questions, issues, and service-related activities.
Required Knowledge And Experiences
- Bachelor's degree in Business, Finance, or a related field, and professional experience in Customer Success, Consulting, Fraud Management, or a related discipline.
- Experience in fraud prevention, fraud management, identity verification, or Identity and Access Management (IAM), with the ability to apply industry knowledge to customer solutions.
- Demonstrated experience managing customer-facing projects, implementations, or operational programs from initiation through completion.
- Proven ability to build strong customer relationships and influence stakeholders at multiple levels within an organization.
- Strong analytical and problem-solving skills, with experience using data to identify trends, develop insights, and provide recommendations.
- Ability to work independently, make decisions with limited guidance, and manage multiple priorities in a fast-paced environment.
- Availability to support customers across multiple time zones, including occasional travel and participation in on-call support rotations.
Required Technical Skills
- Experience working with fraud detection, identity verification, authentication, or risk management platforms.
- Ability to analyze customer data and operational metrics to identify trends, risks, and improvement opportunities.
- Proficiency with customer onboarding, implementation, or project management methodologies and tools.
- Strong presentation, training, and facilitation skills for customer-facing engagements and workshops.
- Experience using Microsoft Office applications, including Excel, PowerPoint, and Teams, to support analysis, reporting, and customer communications.
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, let's 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.
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:
https://twitter.com/TransUnionUK
https://www.linkedin.com/company/transunion/life/
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.
Senior Customer Success Consultant, EMEA employer: Transunion
TransUnion is an exceptional employer that fosters a dynamic work culture in Leeds, where innovation and collaboration thrive. Employees benefit from comprehensive growth opportunities, including professional development and training in cutting-edge technologies like Kubernetes and GCP. With a strong commitment to operational excellence and employee well-being, TransUnion offers a rewarding environment for those looking to make a meaningful impact in the field of cloud-native solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Consultant, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Transunion. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Transunion before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Consultant, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Transunion:Your cover letter is your chance to shine! Tell us why you want to work at Transunion specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Transunion!
How to prepare for a job interview at Transunion
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
