Senior Director Agent Experience and Insights

Job Family Customer & Business Quality Assurance About Us At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there. Who We Are We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life. Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them. We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms. What We Do Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs. Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com. Job Description Summary As the leader of the Agent Experience & Insights team that is responsible for delivering a “One Transamerica” experience, this role will partner with key stakeholders throughout the organization to define the customer experience journey, guided by customer research, surveys and other data, and ultimately see to the implementation of the experience in the business area. Focus on improving the customer experience across every interaction and through every stage of the customer lifecycle while ensuring we are driving measurable results within Transamerica’s “Future Fit” culture that promotes customer centricity, agility, accountability and collaboration. Responsibilities Job Description Interact directly with senior leadership of Operations, Marketing, Distribution, and IT to develop the customer experience strategy across multiple functions of the business.Drive customer-centric change by recommending and implementing service delivery changes for other departments as a result of experience map design.Define, identify, and assess forward-thinking customer capabilities across all relevant channels. These capabilities must be customer-centric, promote personalized and engaging experiences, and should be identified even if aspirational/do not exist today.Make customer feedback actionable by partnering with customer care teams and customer insights team to monitor and address customer service issues.Direct initiative to review and overhaul our communication with customers while ensuring new communication is aligned with Transamerica brand as well as our vision.Partner with other business areas to develop a dashboard/reporting solution to provide real time visibility of customer feedback to the entire organization.Manage, develop and coach a customer experience team that is responsible for prioritization, coordination and execution of customer experience initiatives.Develop a customer immersion program for employees at all levels of the organization.Build relationships and collaboration throughout the organization as a change agent able to motivate people to adopt new ways of thinking, working, and executing. Qualifications Bachelor’s degree in marketing, business, communications or related fieldEight years of experience in Marketing, Customer Experience (CX), or Operations, including three years of leadership experienceExpert understanding of customer experience methodologies and practicesExperience developing and executing on strategic programs that are multi-faceted and cross multiple functionsPresentation skills and the ability to communicate with and persuade stakeholders at all levels of the organizationAbility to accept new challenges/responsibilities and quickly learn and embrace new conceptsStrong interpersonal skills to establish rapport, credibility and collaborative relationship with stakeholdersAbility to think strategically and creatively from an implementation perspectiveChange management skills and the ability to set priorities around constant changeSelf-starter with the ability to manage, train and mentor othersProficiency using MS Office and CX tools/software. Preferred Qualifications Experience engaging and retaining a non-captive audience during live or digital presentations, where participation is strictly voluntary. Working Conditions Hybrid EnvironmentFrequent Travel 25 to 50%Travel to meet with stakeholders across the organization Compensation The Salary for this position generally ranges between $180,000 - $200,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion. Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration, sponsorship or otherwise serving as an employer of record for immigration employment purposes. At this time, this role is not eligible for immigration-related employment authorization sponsorship. This is a hybrid position requiring three days in office per week in one of our hub locations. Relocation assistance will not be provided for this position. Disclaimer: Beware of fake job offers! We’ve been alerted to scammers impersonating Transamerica recruiters, particularly for remote positions. Please note: We will never request personal information such as ID or payment for equipment upfront.Official offers are sent via DocuSign following a verbal offer—not through text or email. This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request. What We Offer For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. Compensation Benefits Competitive Pay Bonus for Eligible Employees Benefits Package Pension Plan 401k MatchEmployee Stock Purchase PlanTuition ReimbursementDisability InsuranceMedical InsuranceDental InsuranceVision InsuranceEmployee DiscountsCareer Training & Development Opportunities Health and Work/Life Balance Benefits Paid Time Off starting at 160 hours annually for employees in their first year of service.Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.Adoption AssistanceEmployee Assistance ProgramBack-Up Care ProgramPTO for Volunteer HoursEmployee Matching Gifts ProgramEmployee Resource GroupsInclusion and Diversity ProgramsEmployee Recognition ProgramReferral Bonus Programs Inclusion & Diversity We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all. Giving Back We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work. Transamerica’s Parent Company Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity. As of December 31, 2023