Jill Herriott

Role: VP Global Customer Insights & Content

Company: TransUnion

Location: Greater Philadelphia

Customer obsessed

A company’s ability to consistently deliver its brand promise to its customers is challenging but achievable. I saw it for the first time in the mid-90’s when as part of First Direct (HSBC), we thoughtfully designed and launched a pioneering banking model that disrupted markets and delivered customers with a targeted brand experience that today is still loved.

At the core, I have found that my courage to be customer obsessed; to listen, learn, experiment and incrementally improve does enable the design of meaningful customer experiences, the delivery of customer value and the achievement of sustainable financial growth.

I am on the Boards of the Philadelphia Outward Bound School and Clarifi, a financial coaching non-profit. Both support vulnerable and under-served communities in the mid-Atlantic. I have an MBA from the Warwick University, UK and a B.Sc in Process Engineering and Operational research from the Strathclyde University, UK. My family currently lives in Philadelphia.

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Key CX Achievements:

  1. I’ve worked and lived in the US, Europe and Asia, in a range of industries and in a number of roles across operations, technology, digital, marketing, strategy and CX.
  2. I’m currently the Global Head of Insights and Consumer Content at TransUnion, an Information and Insights company, serving a complex ecosystem of consumers, customers and partners in a highly regulated, emotionally significant category.
  3. My team goes deep to understand audience needs and behaviors, uncover insight, and inspire people to act inside TransUnion and across the ecosystem.
  4. We also develop relevant journey and thought-leadership content in a variety of engaging mediums to influence behavior.

Jill Herriott

Role:
VP Global Customer Insights & Content

Company:
TransUnion

Location:
Greater Philadelphia

Customer obsessed

A company’s ability to consistently deliver its brand promise to its customers is challenging but achievable. I saw it for the first time in the mid-90’s when as part of First Direct (HSBC), we thoughtfully designed and launched a pioneering banking model that disrupted markets and delivered customers with a targeted brand experience that today is still loved.

At the core, I have found that my courage to be customer obsessed; to listen, learn, experiment and incrementally improve does enable the design of meaningful customer experiences, the delivery of customer value and the achievement of sustainable financial growth.

I am on the Boards of the Philadelphia Outward Bound School and Clarifi, a financial coaching non-profit. Both support vulnerable and under-served communities in the mid-Atlantic. I have an MBA from the Warwick University, UK and a B.Sc in Process Engineering and Operational research from the Strathclyde University, UK. My family currently lives in Philadelphia.

Key CX Achievements:

  1. I’ve worked and lived in the US, Europe and Asia, in a range of industries and in a number of roles across operations, technology, digital, marketing, strategy and CX.
  2. I’m currently the Global Head of Insights and Consumer Content at TransUnion, an Information and Insights company, serving a complex ecosystem of consumers, customers and partners in a highly regulated, emotionally significant category.
  3. My team goes deep to understand audience needs and behaviors, uncover insight, and inspire people to act inside TransUnion and across the ecosystem.
  4. We also develop relevant journey and thought-leadership content in a variety of engaging mediums to influence behavior.

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