Joan Murphy Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, Us

Currently, I'm leading a 100-member team charged with driving global operating model transformation across 39 regions and numerous acquisitions to consumerize Transunion’s business customer experience and digitize the associate experience. Achievements Include♦ Designed and leverage a new customer experience operations organization consisting of Journey/Process owners across the lead-to-cash lifecycle to guide transition to an intentional global workforce strategy. ♦ Aligned global technology stack, implementing Salesforce as the backbone for global operational processes.♦ Incorporate data-driven approach to continuous improvement measurements and investment tracking.

Chicago, Illinois, Us

I was charged with reviewing and advancing consumer data compliance standards and leading globalization strategy for evaluating and monitoring organizational adherence to external regulations. Oversaw external regulatory audits, defined measurable processes and strategic roadmaps based on findings to drive compliance improvements.Achievements Include♦ Captured 80% reduction in business customer onboarding timeline while improving company’s risk profile by driving investment to advance and streamline verification of client’s data compliance standards.♦ Skilled in working in highly regulated environment requiring knowledge of PCI, CFPB, GLBA, DPPA, etc.

Chicago, Illinois, Us

During this period, I initiated development and application of the company’s 1st NPS survey to evaluate the end-to-end customer experience lifecycle. Achievements Include♦ Defined ongoing customer survey strategies and partnered with business leaders to establish customer experience liaisons charged with leading process improvement projects to address areas of concern highlighted in customer feedback.

Chicago, Illinois, Us

At this time, I was tapped by the CRO and CTO to drive alignment between IT and business leadership and remediate customer disruptions during re-platforming of data from mainframe to open systems. Developed an impact scorecard to measure key components of technology projects impact on 30K+ customers and potential risks associated with those impacts. Achievements Include♦ Achieved superior client retention with minimal impact to revenue throughout large-scale technology transformation.♦ Served as Subject Matter Expert to steer technology transformation in South Africa within an aggressive 6-month timeline.

Chicago, Illinois, Us

I assumed a newly created role, focused on constructing a framework to guide the 600-member sales team in design of customer-aligned sales strategy. Consulted with Tier 1 – Tier 4 customers from requirements through deployment to understand solution needs and deliver on client expectations. Mentored sales team on presenting concepts to clients and responding to RFPs. Achievements Include♦ Recommended current sales structure of 4-distinct roles to land more Tier 1- 4 clients and drive revenue growth.♦ Landed 3 of 25 top prospect Tier II clients while serving as Sales Engineer 1st year in role.

Chicago, Illinois, Us

In 2007, I transitioned to business operations to lead vertical research and advise on viable business solutions. Built and led a 15-member solution architecture team focused on transitioning customer needs and insights into new business solutions. Ensured successful integration into operations without increasing costs and maintaining alignment with long-term strategic goals.Achievements Include♦ Conceptualized a risk prediction system to enrich data relating to consumer credit collateralized debt and real property. Built an algorithm to link accounts to people through reverse engineering to garner data. Patent number: 8775291.♦ Created a 3-year strategic core application decommissioning project to in-house consumer matching, building an internal data-driven consumer verification solution.♦ Partnered with large financial institutions in constructing data lakes for advancement of data analytics solutions. ♦ Identified solutions that result in sticky revenue for numerous large clients.

Chicago, Illinois, Us

From 2004 - 2007, I advised on existing customer processing procedures to identify functionality requirements for a large-scale system transformation as Transunion transitioned its credit bureau data construct from variable block data to a relational database. Achievements Include♦ Conducted primary research with 100+ associates to develop a functionality workbook that served as the catalyst for 20 IT project initiatives.

London, Gb

After contributing in several early career roles with HSBC, I returned to lead a team in ad-hoc portfolio mail campaign strategies for unsecured customers. Recommended and executed champion/challenger strategies to maximize loan account growth while limiting risk. Advanced application of data analytics to target decision-makers during key financial events. Achievements Include♦ Drove a multimillion annualized loan account gain by innovating a new marketing strategy to diversify selection of unsecured customers.

Master Of Business Administration - Mba, Marketing, Research And Analysis

Bachelor Of Science (Bs), Marketing