TransUnion's Job Applicant Privacy Notice
What We'll Bring:
We are seeking a highly skilled and motivated individual to join our team as a Technical Business Sr Analyst. In this role, you will play a crucial part in developing and enhancing our consumer chat & messaging platforms, focusing on chatbot and agent performance, training, and continuous improvement.
Key Responsibilities:
· Dashboard and Metrics Creation: Develop and maintain dashboards, metrics, and reporting systems to monitor and improve the performance of chatbots and agents deployed globally.
· Requirement Gathering: Collaborate with various business areas to gather and document requirements, ensuring the development team has all the necessary information to size and develop projects and enhancements.
· Project Execution: Along with the PMO, plan and prioritize the work of the development team, ensuring projects are executed efficiently and effectively.
· Collaboration: Work closely with business and consumer service teams, schedule and lead meetings with third parties, and manage stakeholder communication.
· Performance Monitoring: Analyze and propose improvements for messaging channels to better meet customer needs and enhance the overall experience.
· Training Coordination: Establish and coordinate training plans on consumer service tools and platforms for stakeholders within the company.
What You'll Bring:
As the Technical Business Sr Analyst, you’ll have a significant impact on our organization by:
· Collaborating with different teams to identify and resolve technical production issues.
· Removing and addressing impediments/barriers for project implementation.
· Executing the scope of work for projects.
· Managing stakeholder communication (new releases, training adjustments, etc.).
· Leading the implementation of strategies to improve channel performance and measure consumer satisfaction.
· Developing relationships with third parties, business areas, technical areas, and stakeholders to ensure the success of consumer service channels.
· Ensuring that changes and improvements are implemented efficiently and timely.
· Establishing and coordinating training plans on consumer service tools and platforms for different stakeholders within the company.
Impact You'll Make:
· Experience: At least 4+ years of experience as a Business Analyst, with a focus on analyzing chatbot performance metrics and designing business processes involving chatbots in customer service channels.
· Project Management: Experience in managing implementation projects for customer service teams.
· Technical Knowledge: Familiarity with messaging chatbots and related technologies is a plus.
· Tools: Proficiency in Confluence is a must. Experience with Smartsheet, Jira, and Agile methodologies (Scrum or Kanban) is highly desirable.
· Communication: Proven ability to collaborate and communicate effectively with other teams, including business, consumer service, and software development.
· Decision Making: Ability to make informed decisions based on data and consumer feedback.
· Performance Monitoring: Ability to monitor performance and consumer satisfaction and take action to improve it.
· Industry Experience: Previous Call Center and back-office knowledge/experience is preferred.
· Language Skills: Bilingual in English and Spanish.
Additional Information:
This is a remote position for candidates in Costa Rica, which may require occasional in-person attendance at work-related events at the discretion of management.
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
TransUnion Job Title
Sr Analyst, Consumer Capability
Top Skills
What the Team is Saying
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace.
We do this by having an accurate and comprehensive picture of each person.
This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world.
Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve.
We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Employees engage in a combination of remote and on-site work.
