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Customer Success & Analytics Lead at TransUnion · Hong Kong
Skills
Job Description
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Team Overview .This role is responsible for managing the end-to-end customer lifecycle, from onboarding and engagement through to retention and growth. It focuses on building strong client relationships, monitoring customer health, and using data-driven insights to identify risks, opportunities, and actionable recommendations. The role also acts as a key bridge between clients and internal teams, ensuring customer feedback supports product adoption, service improvement, and long-term business success.
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.
Role Overview And Core Responsibilities
Customer Success
- Manage end-to-end customer lifecycle (onboarding, engagement, retention)
- Serve as primary contact for assigned clients
- Build strong, long-term relationships through proactive engagement
- Monitor customer health and manage risks/escalations
Data & Analytics
- Analyse customer usage, performance, and feedback
- Prepare regular reports and identify trends, issues, and opportunities
- Translate data into clear, actionable business insights
Client Advisory & Growth
- Provide insight-led recommendations to improve client outcomes
- Conduct regular performance review sessions with clients
- Support product adoption, retention, and growth initiatives
Stakeholder Collaboration
- Act as bridge between clients and internal teams (Sales, Product, Operations, Risk)
- Share customer insights to drive product and process improvements
Required Knowledge And Experiences
- University graduate in any disciplines
- Minimum 7 years experience in client facing role providing customer service and support
- Good understanding of banking/financial industry is an advantage
- Fluency in spoken English, Mandarin & Cantonese is a MUST
- Strong presentation skills and writing in English are essential
- Excellent people management, interpersonal and communication skills
- Customer-oriented with professional and passion to provide excellent service
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion's Internal Job Title: Sr Analyst, Business Operations