Senior Director Agent Experience and Insights

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.

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.

Transamerica is organized into three distinct businesses: 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, covering Communications, Brand, and Government and Policy Affairs. Transamerica employs nearly 7,000 people and is part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.

About the Role

As the leader of the Agent Experience & Insights team 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. The focus is on improving the customer experience across every interaction and through every stage of the customer lifecycle while ensuring 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.

Requirements

• 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 relationships 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.

Working Conditions

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

Pay

The salary for this position generally ranges between $180,000 - $200,000 annually. The salary range is a good faith estimate 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.

Benefits

• Competitive Pay
• Bonus for Eligible Employees
• 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