Senior Director, Change Management & Digital Experience

TransUnion LLC; Boca Raton (FL); Hybrid; USD 167,000 - 250,000; Full time

Benefits offered by this job

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Tuition reimbursement

Paid holidays and generous PTO

Job summary

TransUnion LLC is seeking a Sr Director, Customer Experience in a hybrid role based in Boca Raton, FL. You will define and drive change management, communications, and training for the TruOps Digital Experience portfolio, partnering with executives and system integrators to enable adoption and value realization across the US and international deployments.

You will lead governance, adoption measurement, and stakeholder engagement, shaping a scalable change capability while guiding a growing team

Qualifications

• 12+ years leading change management, communications, training or enterprise transformation in large organizations.
• Experience leading Salesforce, Revenue Operations, Service Operations, Quote-to-Delivery or digital transformations.
• Expertise applying Prosci ADKAR or similar methodologies to stakeholder engagement and adoption.
• Ability to define governance models, adoption outcomes, and measurable readiness for large programs.
• Influence senior leaders and align matrixed organizations through governance, storytelling, and facilitation.
• Strong business process knowledge with KPIs and feedback mechanisms to measure adoption and value.

Responsibilities

• Define and lead change management, communications, training, and adoption strategy for TruOps Digital Experience.
• Establish governance, frameworks, and tools for stakeholder analysis, readiness, resistance management, and reinforcement.
• Lead change management for Quote-to-Delivery and Salesforce deployments across U.S. and international sites.
• Advise executive sponsors on readiness, engagement, risk, and actions to achieve business outcomes.
• Develop compelling narratives for executive meetings, roadshows, and leadership forums.
• Engage stakeholders to improve understanding, address resistance, and increase tool adoption.
• Establish adoption measures, KPIs, feedback loops, and reporting linking activities to outcomes.
• Build and lead a high-performing team across change management, communications, training, and adoption.
• Strengthen capability within TruOps and explore expansion across Global Operations.

Skills

12+ years experience

Change management

Executive presence

Stakeholder engagement

Salesforce/Quote-to-Delivery

Prosci ADKAR

Adoption metrics

Job description

TransUnion LLC is seeking a Sr Director, Customer Experience in a hybrid role based in Boca Raton, FL. You will define and drive change management, communications, and training for the TruOps Digital Experience portfolio, partnering with executives and system integrators to enable adoption and value realization across the US and international deployments.

You will lead governance, adoption measurement, and stakeholder engagement, shaping a scalable change capability while guiding a growing team