A once-good company to work for hampering itself by bad management decisions - Customer Service Representative Experian Employee Review

2.0
Jul 7, 2019
Recommend
CEO approval
Business Outlook

Pros

Good atmosphere amongst agents on the lowest levels and a generally acceptable outlook when it comes to attitudes of lower level management.

Cons

A long string of bad decisions that could have at least been eased had it entrusted agents with experience in the business with involvement in the projects could have led to customer servicing being better. Instead, we've had a poorly implemented new system which despite being launched for 16 months still has flaws that were "simple and easy" to fix yet have been ignored. A login system designed to make things easy for customers with self-serving options which locks out a portion of agents driving agents to give further workloads to other teams which reduces customer satisfaction and makes certain agents look dumb in the eyes of customers which reduces the level of trust in whatever else those agents say. We've recently transitioned from one bad offshore partner to two bad offshore partners who's working practices are questionable on the ethical level (such as being let go for making two errors in a relatively complex field of work, something management fails to comprehend constantly as they don't monitor the work and have to be explained multiple times over when things go wrong).

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Experian Response
6y
Thank for leaving your honest feedback. As a global company with offices and employees located all around the world, we are able to hire based on a variety of criteria for each position. We are currently adapting for growth in a fast-moving industry. Sometimes we have to make strategic decisions that do lead to change within the company and we aim to communicate this strategy transparently. We encourage you to speak to your manager about this matter as ensuring that our employees feel fulfilled and supported during their time at Experian is a top priority. -Senior HR Representative

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5.0
Jun 16, 2026
Recommend
CEO approval
Business Outlook

Pros

Great work culture! Everyone is welcoming. I really like the work-life balance.

Cons

There are really no cons that I can think of.

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Experian Response
3w
Thank you for sharing your experience. We’re glad to hear that you’ve felt welcomed and supported, and that work‑life balance has been a positive part of your role at Experian. We appreciate you taking the time to share your feedback and are happy to have you on the team.
1.0
Jul 6, 2026
Recommend
CEO approval
Business Outlook

Pros

The fact they had Remote work

Cons

In my experience, management lacked consistency, transparency, and empathy when addressing employee concerns. After dedicating nearly 16 years to the company, I felt my years of service and commitment were not meaningfully considered when employment decisions were made. I received my first disciplinary action in February 2026 related to FMLA reporting requirements. From my perspective, I was placed on a final corrective action without prior coaching or progressive discipline, which I found surprising after many years with the company. A few months later, I was terminated following a security-related incident while working remotely. I felt I was not given a meaningful opportunity to explain the circumstances before the decision was made, leaving me with the impression that the outcome had already been determined. I also experienced frustration when seeking guidance from Human Resources regarding bereavement policies. I did not feel my concerns were fully addressed or that I received clear explanations to help me understand the company’s position. Overall, I left feeling unsupported and believing that HR’s primary role was to protect the organization’s interests rather than advocate for employees. While every workplace must uphold policies and compliance standards, I believe there should also be room for fairness, open communication, and consideration of an employee’s long-standing dedication and overall performance. My experience left me feeling undervalued and, ultimately, discarded after nearly 16 years of loyal service.

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