Senior Director, TruOps Transformation Enablement

TransUnion LLC; Reston (VA); Hybrid; USD 167,000 - 250,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Commuter benefits

Paid holidays

Tuition reimbursement

Job summary

TransUnion LLC is seeking a Senior Director to lead a growing change management team within TruOps Digital Experience. You will drive the strategy for communications, training, and adoption across major transformation initiatives including the Quote-to-Delivery program and Salesforce implementations.

The role requires 12+ years in enterprise transformation, strong executive presence, and the ability to influence senior leaders across global operations.

Qualifications

• 12+ years of change management, communications, training, adoption, organizational effectiveness, or enterprise transformation in complex organizations.
• Experience leading Salesforce, Revenue Operations, Service Operations, Quote-to-Delivery, or digital transformation initiatives.
• Proven ability to influence senior leaders and build alignment across matrixed organizations.

Responsibilities

• Define and lead the change management, communications, training, and adoption strategy for the TruOps Digital Experience portfolio.
• Establish governance, frameworks, methodologies, and tools for stakeholder analysis and readiness.
• Lead change management for the Quote-to-Delivery transformation and Salesforce implementation for US and international deployments.
• Advise executive sponsors on readiness, adoption strategy, risks, and actions to achieve business outcomes.
• Develop compelling narratives and messaging for executive meetings and leadership forums.

Skills

Change management

Stakeholder analysis

Prosci ADKAR

Executive presence

Storytelling

Tools

Salesforce

Governance frameworks

Adoption measurement

Job description

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Team Overview

TruOps Digital Experience leads transformational initiatives that modernize TransUnion's operational technology, processes, and data. The Change Management team within Digital Experience brings change management, communications, training, and adoption strategies and tools to help the organization learn, engage with and embrace the changes to ensure business impact. The team is expanding to support customer, consumer, and sales tools, and is looking for modern strategies to communicate and train, starting with a Quote-to-Delivery transformation in the US and then bringing the full lead to service stack across international. This Senior Director will lead a growing team and partner with functional leaders, business partners, system integrators, and executive stakeholders to build a scalable change management capability across TruOps. This leader will report to the SVP of Business Processes. 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

• Define and lead the change management, communications, training, and adoption strategy for the TruOps Digital Experience portfolio, establishing a proactive and scalable discipline across the organization.
• Establish governance, frameworks, methodologies, and tools for stakeholder analysis, change impact assessments, organizational readiness, resistance management, communications, training, and reinforcement.
• Lead change management for the Quote-to-Delivery transformation and Salesforce implementation, partnering closely with functional leaders, business partners, and the system integrator to support successful U.S. and international deployments.
• Advise executive sponsors and program leaders on organizational readiness, stakeholder engagement, adoption strategy, change risks, and actions needed to achieve business outcomes.
• Develop compelling narratives and audience-specific messaging, representing the program in executive meetings, roadshows, town halls, steering committees, and other leadership forums.
• Proactively engage stakeholders to build understanding, address resistance, reinforce behavioral change, and increase adoption of new tools and processes.
• Establish adoption measures, key performance indicators, feedback loops, and reporting that connect change activities to business outcomes and value realization.
• Build and lead a high-performing team responsible for change management, communications, training, and adoption across transformational initiatives and ongoing platform enhancements.
• Strengthen change management capability within TruOps and create scalable practices that can potentially be expanded across Global Operations.

Required Knowledge and Experiences

• 12+ years of experience leading change management, communications, training, adoption, organizational effectiveness, or enterprise transformation initiatives in complex organizations.
• Experience leading Salesforce, Revenue Operations, Service Operations, Quote-to-Delivery, or digital transformation initiatives.
• Demonstrated expertise applying Prosci ADKAR or comparable change management methodologies to stakeholder engagement, change impact analysis, readiness planning, resistance management, and adoption.
• Experience defining change management strategies, governance models, frameworks, operating practices, and measurable adoption outcomes for large-scale transformation programs.
• Proven ability to influence without authority, advise senior leaders, and build alignment across matrixed organizations through strong executive presence, facilitation, presentation, and storytelling skills.
• Strong business process knowledge and experience establishing key performance indicators and feedback mechanisms to measure adoption, business readiness, and value realization.

Required Technical Skills

• Proficiency applying change management frameworks and tools, including Prosci ADKAR or an equivalent methodology.
• Experience developing stakeholder analyses, change impact assessments, readiness assessments, resistance management plans, and adoption measurement frameworks.
• Ability to use business and adoption metrics to evaluate behavioral change, process effectiveness, and realization of transformation objectives.
• Working knowledge of enterprise platforms and business process transformation, with the ability to understand functional impacts without requiring systems-level technical expertise.

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:

• Prosci Change Management Certification or comparable professional change management certification.
• Financial services experience, particularly within a complex and highly regulated environment. Experience in healthcare or another compliance-driven industry may also translate well.
• Experience building or maturing a change management capability within an organization where formal practices are still developing.
• Experience operating in a global, matrixed enterprise and supporting transformation across U.S. and international stakeholder groups.

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Benefits that support every part of your life

At TransUnion, we design benefits to help youfeel well, do well, and plan well-from day one.

For Your Health

Enjoyday-one eligibilityfor medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose taxadvantagedHSAandFSAaccounts to make everyday care more affordable.

For Your Protection

We've got your back withcompanypaid basic life and AD&D, optionalvoluntary life and AD&Dfor you and your family, andshort and longterm disability. You can also opt into alegal plan,pet insurance, andtravel accident coverage.

For Your Family

Fromadoption assistance and fertility planning coveragetocaregiver support, we're here for every chapter. AccessDependent Care FSA for possibility of an employer match, a complimentaryCare@Workmembership, andup to 12 weeks of paid parental leavewith eligibility for a thoughtful, gradual return.

For Your Future

Build toward what's next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resources,career coaching, and optionallongterm care insuranceto plan confidently.

For You

Grow and recharge withtuition reimbursement,flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employeediscounts,charitable gift matching, andpaid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness

Access24/7 supportincluding professionaltherapy,coaching, and emotional wellbeing programs alongside guided meditation and resources that supportphysical, 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 Affinity Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [e-mail].

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.

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 $166,800.00 - $250,000.00 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 Director, Customer Experience

Company:

TransUnion LLC