This place is run in the US in a lot of ways like it's run out of someone's garage. Light on processes, objectives are not disseminated by management, employees don't understand the overall vision for the business because it's not being communicated at all. There are virtually zero attempts at team building or truly educating the members of teams to make them more effective in their roles.
The senior management team claims they are focused on maintaining a high performance environment, but at the same time are unwilling to pay for high performing employees. Senior managers don't listen to the rank and file or front line managers to see if they are clear on the direction they are taking the company or if their leadership is working.
Senior leadership constantly make decisions in a vacuum, resulting in a constant churn of stress and client issues - and problems with employee satisfaction in their roles. In two years of employment I went through three large scale reorganizations and three different managers. Suffice to say that stability is not Experian's strong suit.
Experian also went to an offshore contractor model in the last few years, implementing it in a stupid, sort of plodding one size fits all way. The results have been mixed to poor but the senior management team loves it because the bottom line looks fantastic with all the money that was saved by firing all those American full time employees and replacing them with cheap contract labor (that doesn't know the
Proshealth care is good
ConsStressful, 50-60 hours per week, pay for front line employees is too low, poor management, lack of vision, technical direction muddled, endless pointless meetings taking valuable time
Keep gettin' dem checks! (If you can tolerate the incessant corporate culture)
Look, I've worked at some pretty dysfunctional companies in my time. You could do a lot worse than Experian.
They pay well, the corporate marketing culture is fairly low pressure, and the work is probably the easiest of my life.
The flip side: my position has essentially no upward mobility (I've been directly told as much), all your basic "corporate culture" clichés are as obvious as I've ever experienced (perception management toward the "right" people is a HUGE priority at all levels — if you don't offer a direct benefit to someone, they won't give you so much as a "Hi" or eye contact in passing in the hallway), and though it's easy work, that means there's zero challenge.
Granted, this is a large corporation with dozens of business units and subsegments within, so I can't condemn the entire operation, but in the creative services realm specifically, there is constant, mind-numbing complaining about how everyone else is "doing it wrong" and if only they'd do it "our way," the world would be a better place. These delusions of grandeur lead to many forms of passive-aggressive bickering and trash-talking when an antagonizer isn't around. And the obsession with self-interests undermines any kind of team concept or concern with challenging ourselves to create truly compelling work. It's audible through the incessant murmur of whisper-griping to confidants that can be heard over our low-walled cubicles.
However, if you can find a way to tolerate it all and throw it
ProsSalary, easy work
ConsCorporate culture, individual agendas, no upward mobility
Overall not bad, but not great.
Experian Consumer Services IT is growing and innovating at speed, and they're having a hard time doing it sometimes.
There's confusion between modern tooling and processes, and traditional, risk-averse, Mode-1 IT. The divide is between mid-level leadership and the line grunts in engineering, where the directive from on high is innovate for growth and the imperative from middle management is, "Slow down, I don't understand all this and I don't want to be embarrassed!"
There is a ton of money in the pipe for excellent tools - Anything a person might conceivably need. On the other hand, there's a PMO that's maybe got more money than sense when it comes to achieving the marriage of high-level objectives and the routine business cycle. If you need a daily stand-up to know what your job is, you probably need to find a different job!
The working culture in engineering is super open and collaborative. There's a strong desire to do awesome things, and it really shows. There's a bit of frustration at the different levels of leadership seemingly working at crossed purposes, but it doesn't prevent some engineering groups from doing pretty amazing things.
The hardest part of the job is managing multiple, sometimes disparate demands and making effective use of time. Some engineers are able to maintain a rhythm where they clock in and do their thing until they clock out, and others live in a drain trap of a process bottleneck where they're endl
Work schedules were flexible, which made it easy for a work-life balance. The associates got along well and it was a cheerful environment to be in. You get company holidays, vacation time, and sick time, which is all very nice. Upper management, however, was very out of touch with the functions of the department and made things very stressful at times. The pay wasn't up to par for the work that needed to be done. The longer you were there, the more you were expected to complete daily with no compensation. I personally was covering two positions for almost a year, covering a report for my manager, was designated the POC(point of contact) which meant I am in charge of the department and I am the person to go to if any problems arise, and I was responsible to look after a few queues for any potential out of compliance files. All of that got me an average performer on my yearly review(3 years in a row) and no extra pay for picking up the other positions. So don't go in believing if you work hard and go above and beyond that, you will be compensated accordingly. The turnover rate is pretty high here. In my three years there, I saw 20–25 people come and go out of a department of about 25 employees. It seemed almost every other month, someone was quitting. There is nowhere to move up to in EPC(the department name) either. You are either an employee or supervisor. To move up any further past EPC, you need to start as an employee in the call center and get further training. If it wasn
ProsFlexible schedules, easy going atmosphere, good benefits, and generous paid days off.
ConsLow pay, no compensations for more work taken on, upper management out of touch, and little to no room for advancement in the department.
I do not recommend working here. Would have about 10 years ago when we were under different senior leadership. The low down:
- While the pay and benefits were great, it was nearly impossible to get promoted. You have to apply for a higher level job in a different division in order to move up.
- Highly competitive and political environment, with preference given to MBA rotational students and those in Costa Mesa.
- New 'high performance' process makes it nearly impossible to meet your goals. They blatantly tell you to set goals that are impossible to meet. I truly believe it was set up by leadership in order to avoid paying out so many bonuses and pay raises each year.
- Those actually doing the work and doing a good job get held down or pushed out, while those who don't do the work and 'play the game' are promoted and treated better.
- Some leaders are given too much power force out those they don't like. They reorganize groups only to make things worse.
- Most marketing teams are understaffed. No CMO in place; we had one, but the role was eliminated several years back. Shows senior leadership's lack of respect and value for marketing.
- Layoffs happen mid year and end of year, EVERY year (even during COVID). Little to no job security.
- IT constantly pushes out software changes/updates that aren't tested, so it causes major problems for employees.
- Finance/AP/AR/Procurement are a cluster; poorly organized and don't talk to each other.
- Tons of outsourcing to other co
Great place to work but not enough Minorities in management
As a supervisor: a typical day consisted of, monitoring calls for quality, coaching agents and giving constructive feedback to improve, making sure agents are adhering to schedule and policies/procedures, giving praise for jobs well done, answering questions.
What I learned: I learned how to manage different personalities and build a fun atomosphere to work in
The hardest part of the job was making sure people didn't perceive you in the wrong way. There was always someone who didn't like you and you were guilty and until proven innocent. If you are not liked by upper management no matter your successful body of work you will no longer have a job. The place isn't transparent as they may say. They will blindside you with changes they may cause your life to change drastically. They promote the undeserving and get rid of the hardworkers It may sound like I'm bitter but i'm just speaking the truth. When i was laid off due to "tenure and where i was at" I know terrible excuse being they kept someone who was new as a supervisor and who also been less than i had. They kept a few who will be leaving the company because they don't make good decisions when it comes to managing and building a great business company. The company was great in the beginning but they do things for show and doing all that they do in the community but you should take care of home first.
The most enjoyable part of the job was the results from a great day from my team or being apart of an individual's succes
Fun place to work enjoy the people and atmosphere.
Come to work check emails and voicemails, go thru my assigned cases and set call backs from voicemails and emails. Allocate cases for my day. Start with calls, make confrence calls, submitt disputes, draft letters for disputes, make phone verifications, set expectations for future notice. On to next call.
I have learned so much about credit and how important it is for a person to monitor their reports because anyone can become a victim of fraud. Once you have become a victim, whats steps to take in order to clear your credit of wrong doing.
I have had several managers since I started here, I have enjoyed each one, and have learned from each of them.
My Co-workers are great we all get along and help each other thru out the day as a team to stay in compliance.
The hardest part of my job is explaining law and policy, and having a person not understand that I cannot just remove items from a report because they say its fraud. There is a process that has to be followed and so many do not understant this.
The most enjoyable part of my day is the fact I am able to work on my own pace, each one of my cases can be different and require different amount of time to complete, I love the fact I do not have a timer on me, or someone looking aover my shoulder. I am most productive in this environment.
Prosworking at my own pace, listening to music, finding resolutions for cx and making them feel good in a bad situation.
Conslow pay, drive to work, parking
Customer Service Representative | Texas | Oct 5, 2021
You learn about credit reports and that in turn helps you when dealing with your own credit history.
Loss of wages the first 30 minutes of each day, while you log on. Exceptions are never entered so that right there throws you numbers (metrics) off. Toxic work environment according to definition by Department of Labor. It's fine having a busy day but unrealistic to not allow at least 5 seconds between calls. THE HUMAN ELEMENT IS NEVER CONSIDERED.
9 years ago this was a great company to work for. After hiring a man to come in and clean up the company just long enough to obtain a little sticker that says 100 Best Places to work, after that the place went to downhill. Very NON- TRANSPARENT company. Watch your paycheck! Although they take pride in stating they are a diverse company when it comes to any type of participation in lunches etc, forget about it. Meant for executives, not call center reps, Customer Service to Experian means nothing. Each call is money so NO CUSTOMER SERVICE. Get customers off the phone no matter what, including hanging up on them. Your metrics need to be at 97.9% WOW that is almost perfect. TRAIN TRAIN TRAIN yet not compensated. The more you know doesn't mean the more you make, although it once did. Do not voice your opinion on ANYTHING! Sit down, shut up and do your job. IT is a disgusting place to work. They have no competition
ProsI can't think of any afte 9 years.
Conslow pay. toxic work environment & watch your paycheck!
The job consisted of opening and scanning mail along with nine other scanner operators. The department was understaffed. The upper management refused to hire more people because the company is doing badly. Instead, the department manager focused on bleeding the workers dry. She arbitrarily upped the production requirements despite the fact that the volume of mail doubled within a year. The management is completely tone deaf and/or clueless. The turnover rate is probably around 50% and would be way higher if the economy was better. Some actually quit before having another job lined up because they could not take it any longer. The equipment is old and breaks down constantly. It's a thankless job. The scanner operators are overworked and underpaid. Almost everyone hates being there but they have no choice. That's probably why there is so much arguing and backstabbing going on among the co-workers. In the company hierarchy scanners are at the bottom, but only because the company hires contractors for janitorial duties. To add insult to injury the imaging room features a large window into the hallway which makes you feel like a zoo animal. The pay starts at $11 per hour and features annual raises which are laughable. There used to be quarterly bonuses but they took those away.
Bottom line: only apply here if you are truly desperate.
Toxic/political Culture, "Cliques". Leadership and talent exodus
Experian's Cheetahmail has undergone several big management changes in th past year. Unfortuantely it's culture is very "Clique" oriented and there are very clear lines drawn between departments like Client Services, Operations and Development. Communication between these groups is painful. It has become so bad that the client services team runs it's own development team separated from the rest of technology for efficiency.
Advancement here is based less on delivery of results and more on your level of popularity with key stakeholders. Being a great politician is a great skill to have here if you want advancement. Having a lot of patience is also key to being a happy employee. If you are focused on results, want an environment that will support your efforts towards driving for results and delivery stay away from Experian Cheetahmail for the forseable future.
They need to right the ship in the next 2 years in order to keep their competitive advantage, and it starts with changing it's toxic culture and out of touch leadership in Technology,Operations and Client Services. Otherwise, their best talent will contnue to leave the company.
Prosdonuts on thursdays, smart colleagues.
Consvery political, "cliquee" culture, out of touch leadership, no real merit based advancement, painfully evolving from startup.
A great company to work for in every aspect, before they became a PLC.
A typical day would involve making sure any overnight problems were resolved first, before starting that days tasks these would include working with other teams whether it be on a project or to resolve an issue.
Teamwork solves most problems, to have pride in your work, to be able to try out new ways of getting the job done.
Regarding management that depended on which department/team you were situated in, and therefore the style of management could vary from excellent to useless. Mine was the latter.
As for the workforce the majority were second to none in that you could go to virtually any team, department or division and there would be someone who could give you the answer to a problem and be happy to do so. Sadly this is no longer the case anymore due to a significant number of highly regarded and skilled members of staff being made redundant on a regular basis.
The introduction of mountains of red tape generated usually by senior management. This meant the most basic of tasks would frequently resemble a major project and therefore would now take twice as long to get done as before. The introduction of a blame culture by some in senior management also left a sour taste in the mouth and i think destroyed the cohesiveness of a lot of teams within my division.
The people (my fellow co-workers) were one of the main reasons i enjoyed working there as the company was full of characters more than willing to either help you out or to share a joke with. The net result was that the
Prosthe staff on the frontline (my work colleagues).
Consloyalty and committment to the company is not viewed as important by senior management.
Customer Service Representative | England | Mar 5, 2015
- A typical day would start from as early as 7:50am (for an 8am start) to ensure that you are logged in and ready for your first call at 8am exactly. You would then only leave your desk at the scheduled breaks & lunch and the occasional team meeting. This would mean at minimum you are sitting in front of a computer screen and answering back to back calls for a solid 8 hours a day.
- What I learned from working at Experian is; inbound call skills and how important patience can be, when dealing with an overflow of calls from less than happy customers.
- The management themselves didn't seem as on top of the issues surrounding the call centre. A team could be waiting for months to even have a replacement manager, resulting in fellow employees taking on the role as well as their assigned jobs, which was undoubtedly gravely overlooked.
- My co-workers were incredible and deserve masses of appreciation and/or reward, which I never saw during my time there. They did whatever necessary to keeps spirits high; though at times it was difficult. Truly the single most treasured memory and experience at working at Experian, was my co-workers.
- The hardest part of the job is keeping up your spirits, agents are often fighting harder for your cause than you are aware, they're usually disheartened themselves when trying to push the boundaries, the higher ups, for you but without the further training that has been neglected, they cannot move forward without punishment, they lite
ProsThe people you'll work with.
Conslong hours looking at a computer screen, 6 minute restrictions on calls, lacking of rewarding where needed.
Every day was a new day sums it up best !
It was very exciting to work with a team that was just being set up. There were no barriers, a complete open door policy and at the same time a requirement to adhere with global standards and policies.
I had a very mixed bunch of colleagues most of whom were very senior in their numbers of years of experience as well and age. Imagine working on the same level as with a head of an advertising firm and with someone with over 20 years of experience ! I had to really push myself and learnt an immense lot.
We saw a lot of changes both in leadership as well as strategy and at one point our entire team changed and we had all new faces except some of us ! But every step of the way there was a lot of challenge and great opportunities.
Well it wasn't insurmountable but yes constant changes at senior levels and the slow introduction of products in our emerging markets created a bit of a gap in us providing complete end-to-end digital marketing solutions ! Also we had to play around a lot before we got the pricing models right ! and in a price sensitive market thats makes a big difference.
Everything about the place. I guess when you start off being part of a company in its early years you feel very strongly about it. The products are like your baby. You take the wins seriously and the deals you lost even more seriously. Everything becomes personal and gives you a huge sense of job satisfaction. I had the opportunity to work with very senior
Questions And Answers about Experian
How often do you get a raise at Experian?
Asked Jul 8, 2021
Answered Jan 25, 2023
Answered Nov 16, 2022
How are the working hours at Experian?
Asked Jan 9, 2017
Expect if you work in Decision Analytics to work 50 hours per week.
Answered Jan 10, 2019
Fine they worked around my needs.
Answered Nov 7, 2017
What is the vacation policy like at Experian? How many vacation days do you get per year?
Asked Jun 28, 2019
25 plus 10 paid holidays as well as sick leave.
Answered Dec 23, 2022
Maybe 10 holiday pays
Answered Nov 27, 2022
How often do raises occur at Experian?
Asked May 10, 2019
Answered Jan 16, 2023
Every performance reviee
Answered Nov 23, 2022
What was the hiring process from start to finish? How many interviews, types of interviews, how long did it take, background check, credit check, ect.
Asked Oct 11, 2016
The hiring process consisted of 3 interviews, background check and assessment.
Answered Jan 30, 2018
There were five interviews via phone. The process was about four weeks.