Global IT Service Transition Director

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

You will provide strategic visionary and tactical leadership for a team focused on smoothly transition new IT products and services or changes to existing IT products or services into production in a global enterprise. You will ensure that both the support teams (Field Services, Help Desk) and other partners are prepared for changes being made to the technology experience. This is done by working collaboratively across our teams to gather information about changes, and ensure that it is packaged in a way that is easy to find and follow by support teams and users alike.

You will report to the Head of Global Digital Workplace Enablement. This position is Remote in the US.

You'll have opportunity to:

• Lead a team of analysts focused on digital workplace enablement, user experience, service transition, and data visualization.
• Set vision and goals for the team; manage performance, delegate, and foster high engagement.
• Oversee the service change review process, including early life support and weekly change approval meetings.
• Communicate user-affecting changes to end-users and support teams, including monthly forecasts.
• Promote communication between IT support teams and end-users; gather and represent user feedback.
• Lead end-user communication strategies in partnership with internal comms, using creative channels to lead awareness.
• Manage the global Change Champions program (~400 users) to test changes and provide feedback.
• Partner with Service Quality and Voice of the Customer teams to integrate feedback and lessons learned into measurable improvements.

Qualifications:

• Bachelor's degree in IT, Computer Science, UX, or a related field
• 5+ years Experience leading teams in IT service transition, end-user engagement, or digital workplace enablement
• Experience with coaching, performance management, and developing teams
• Experience presenting technical or change-related information to diverse audiences
• Experience communicating across all company levels with all kinds of partners
• Experience representing and advocating for end-user needs
• Background working in global IT organizations and working with partners across departments
• Familiarity with ITIL or similar service management frameworks; general knowledge of GenAI tools and end-user technologies

Benefits/Perks:

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
• Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html
• #LI-Remote

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity.

Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. Innovation is an important part of Experian's DNA and practices, and our inclusive workforce allows everyone to succeed and bring their whole self to work. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.