Company Description

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 accomplish 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.

Job Description

You will manage ongoing and time-sensitive Product Operations support for product functions in our ECS Direct-to-Consumer portfolio. You will strengthen product feedback loops between customers, Product, and Technology to deliver more value to customers faster. You will use data to identify customer feedback trends and themes. You will identify opportunities for process improvements, and help define those improvements.

Responsibilities:

• Oversee the strategy and management of daily operations of customer escalations tied to different products, focusing on pre-launch process creation and post-launch production support.

 • Lead research, investigation, and management of customer escalations to determine cause and next-step recommendations.

• Be the Subject Matter Expert (SME) for important product features in the ECS product portfolio, along with the supporting systems and technologies.

• Guide collaboration with other teams (such as Product, Technology, Customer Care, BusOps), and external partners to track, guide, and resolve customer escalations in a systematic.

• Lead data analysis: capture, organize, and surface customer feedback & escalations analytics data in high impact, accessible ways to facilitate product & customer insights.

 • Lead the administration and support of product & operational standards and processes for the ongoing operation of products, customer escalations, and feedback.

 • Help define the Product Operations roadmap. Identify opportunities for process improvements, and lead the definition, communication and execution of those improvements.

 • Facilitate and project manage sensitive issue handling for close-loop resolution including assessment, research, remediation.

• Scale and share product knowledge across the organization for new or updated product features (e.g. creating/maintaining a knowledge base, internal training).

You will report to the Director, Product Operations.

Qualifications

 

Bachelor’s degree with 5+ years of experience in product operations, operations strategy, product analytics, data analyst, or similar systems analytical roles that worked with Product and Engineering teams.

• Adept in SQL, Excel (can perform complex functions) , Python, and data tables – experience working with big data and writing advanced PostgreSQL queries (AWS Redshift & DynamoDB experience).

• Experience working with data visualization and business intelligence software (e.g. Tableau).

• Experience with Serverless Computing systems (e.g. AWS Lambda, Microsoft Azure Functions, IBM OpenWhisk).

 • Knowledge in Agile software tools (e.g Jira) and methodologies.

 • Excellent technical knowledge, curiosity, and familiarity with new technologies, APIs, programming languages, and databases.

• Experience with complex direct-to-consumer products and systems.

• Ability to summarize data from multiple data sources to inform and support critical decisions about the product strategy, with experience building dashboards using visualization tools.

• Experience building trusted partnerships with Product, Operations, and Technology teams.

• Ability to manage multiple complex workstreams in a regulated environment is critical.

• Ability to produce and present analyses and business cases to all kinds of partners.

 

Additional Information

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Our uniqueness is that we celebrate yours. Experian's culture and people are main differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

 

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.