VP Customer Success – GDS

COMPANY BACKGROUND

Experian is a global leader in consumer and business credit reporting and marketing services with total revenue for the year ended March 31, 2020, of US$5.2 billion. Experian support clients in more than 100 countries.

During life's big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – Experian empower consumers and their clients to manage their data with confidence. They help individuals to take financial control and access financial services; businesses to make smarter decisions and thrive; lenders to lend more responsibly; and organizations to prevent identity fraud and crime.

Experian have 17,800 people operating across 45 countries and every day they are investing in new technologies, talented people and innovation to help all their clients maximize every opportunity. In 2018, for the fifth year running, they were named one of the "World's Most Innovative Companies" by Forbes magazine. Experian are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

GLOBAL DECISION ANALYTICS

Global Decision Analytics (GDA) is a strong growth business for Experian, that has experienced rapid expansion, generating $1.2 Billion in annual revenue in FY20. The business line is core to Experian's strategic plans and a critical element of its growth ambitions now and in the future.

Currently comprised of three main product lines, GDA uses the latest in advanced analytics to help businesses build and protect trusted relationships with customers. Decision Analytics achieves this in a number of ways, whether that be through business intelligence and strategy to turn complex data into actionable insight or through fraud compliance and management to minimize fraud losses while preserving the customer experience.

GDA is the only global product line and occupies a market leading position in Experian's main regions across a multitude of industry verticals – notably in financial services, telecommunications and public sector. Competitors include FICO, CRIF, Equifax, IBM, PEGA, SAS and many smaller, niche providers. GDA is split between three divisions; Decisioning, Identity & Fraud and Analytics, summarized briefly in this chart below:

ROLE MISSION STATEMENT

In a faster, more complex world, where millions of interactions take place every minute of every day, Experian's data and analytics help people, businesses and organisations protect, manage, and make the most of their data, creating better business outcomes and building stronger customer relationships.

The Customer Success Leader (Leader) will join our Global Delivery & Customer Success Team with responsibility to design and implement a Global transformational Customer Success Programme (Programme) that improves deployment and post–deployment Client outcomes by ensuring rapid and friction free adoption and utilization of our products and services.

Our Programme spans our current–state environment of on–premise and hosted software products and transitions into to our new flagship Experian One cloud–first and SaaS solutions for Decisioning, Analytics and Identify & Fraud. The Program will balance the performance needs of the Global business as well as provide a templated model with collaborative engagement for our Regional Decision Analytics business units to follow.

The Leader must be an agent of change, with the ability to form impactful relationships and all levels of the organization with an understanding and passion for customer needs with the ability to clearly organize and present customer needs and relevant product performance and utilization metrics in order to help improve performance across the enterprise.

The programme will put the customer at the centre of all we do while identifying pro–active customer insights relative to adoption and utilization and the application of those insights across each touchpoint of the value creation customer journey to align performance objectives for both Experian and Client to achieve mutually beneficial outcomes.

Drives customer lifetime value by deploying standard processes and capturing key performance metrics to help identify and drive business value and goal achievement while collaborating across teams to optimize the Customer Success programme and improve feature utilization and deployed upsell and cross–sell opportunities.

A commercial orientation will help drive the business impact that Experian products deliver to our clients. The Leader works with relevant regional partners such as Account Management, Delivery and related to improve the commercial outcomes of our relationships with these clients.

KEY RESULT AREAS

SaaS/ExperianOne
Market Leading operational performance for our Legacy, On–Premise/Hosted and strategic SaaS business software and data solutions requires a completely new way of working that spans technologies, organisational functions, market segments and countries. Ensure that Global and Regional stakeholders are engaged, collaborative and successfully adopting our Customer Success processes, and best practices. Proven ability defining and executing on the Programme's purpose and direction in terms of vision, mission, values and objectives.

Metrics
Oversee development and execution of OKRs, QBRs, strategies and direction with a command of what is required to grow our accounts (eg: stakeholder engagement across lines of business, client strategy, joint business case development, defined client success, opportunity management).

Innovation
Manage a programme of activity around innovation roadmap delivery, with iterative (pilot, prove, fail, improve cycles) development & deployment of game–changing capabilities across the organisation.

Knowledge Transfer
Identifying best practice tools and methods in Customer Success and collaborate with stakeholders to ensure adoption. Overseeing the delivery and adoption of programme education, tools and methods.

Change Management
Oversee a programme of change activities, focused on behavioral change in our core stakeholder population to ensure there is a complimentary cycle of engaging and effective communications to support the deployment and adoption of programme work.

People Management
Directly manage a small team of Customer Success specialists, both within Experian and from external consultants (as applicable). Directly lead and influence a much wider group of executive and senior stakeholders and peers across Global DA and regional teams. Working