Senior Director, TruOps Transformation Enablement

Team Overview Tru Ops Digital Experience leads transformational initiatives that modernize Trans Union’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 Tru Ops. 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.

• Define and lead the change management, communications, training, and adoption strategy for the Tru Ops 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 Tru Ops and create scalable practices that can potentially be expanded across Global Operations.

• 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…