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 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.
Job Description
The Financial Services and Data (FSD) team is focused on creating financial opportunities for clients and consumers through data-powered platforms and advanced analytics. They create scalable solutions for the financial services industry, including banks, credit unions, FinTech, and beyond. You will be the main contact for production-related incidents, ensuring resolution between clients and our teams. You will also participate in incident reviews, provide updates, and deliver performance reports while looking for strategies to enhance the customer experience. You will report to the EVP, Client Experience, and Business Operations while working remotely from home.
What you will do:
- Be a primary contact for P1/P2 Production incidents, ensuring resolution and client communication
- Conducted root cause analyses (RCAs) and delivered performance reports while participating in incident reviews and operational calls
- Analyze trends in service issues and recommend improvements to enhance customer experience
- Facilitate communication and coordination among clients, support teams, and technical teams
- Support internal projects and provide feedback to product development on recurring service issues
Qualifications
Your background:
- 8+ years of related experience
- Experience with IT implementation
- Background in cloud computing, SaaS, IT infrastructure, security protocols, and compliance
- Experience with client relationship management, customer success, or technical consulting
- Demonstrated conflict resolution ability
- Available for after-hours business critical issues
- Experience working in a matrixed, global organization, communicating with team members at all levels
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
Additional Information
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.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important 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.
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