Senior Director Agent Experience and Insights

About the Role

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

• 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 field
• Eight years of experience in Marketing, Customer Experience (CX), or Operations, including three years of leadership experience
• Expert understanding of customer experience methodologies and practices
• Experience developing and executing on strategic programs that are multi-faceted and cross multiple functions
• Presentation skills and the ability to communicate with and persuade stakeholders at all levels of the organization
• Ability to accept new challenges/responsibilities and quickly learn and embrace new concepts
• Strong interpersonal skills to establish rapport, credibility and collaborative relationship with stakeholders
• Ability to think strategically and creatively from an implementation perspective
• Change management skills and the ability to set priorities around constant change
• Self-starter with the ability to manage, train and mentor others
• Proficiency 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.

Work Environment

• Hybrid Environment
• Frequent Travel 25 to 50%
• Travel to meet with stakeholders across the organization

Compensation & Benefits

• Competitive Pay
• Bonus for Eligible Employees
• Benefits Package
• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities
• 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 Assistance
• Employee Assistance Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs

Additional Details

This position generally ranges between $180,000 - $200,000 annually, with eligibility for an Annual Bonus based on the Company Bonus Plan/Individual Performance. This is a hybrid position requiring three days in office per week in one of our hub locations. Applicants must possess legal authorization to work in the U.S. without the need for immigration sponsorship. Relocation assistance will not be provided.