Senior Director Agent Experience and Insights - WFG

About the role

The Agent Experience & Insights team supports World Financial Group (WFG) by delivering a seamless, end-to-end agent experience across the organization. This role leads the team, leveraging agent feedback, research, and business insights to enhance the agent journey.

Responsibilities

• Lead the Agent Experience and Insights function, establishing a comprehensive view of the agent experience across the full lifecycle.
• Develop and manage the Voice of the Agent program, using insights to identify areas for improvement and drive business decisions.
• Partner with various departments to address experience gaps and ensure agent concerns are addressed and communicated back to the field.
• Create an enterprise-wide feedback framework and measurement systems to connect insights to business outcomes.
• Foster a culture of agent-centric decision-making by making insights accessible and actionable for all stakeholders.
• Develop and refine agent personas, journey maps, and experience principles to guide business teams.
• Facilitate cross-functional working sessions to align stakeholders around agent needs and establish remediation plans.
• Maintain a high-performing team responsible for agent research, insights, journey management, and feedback-loop governance.

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 multi-faceted strategic programs.
• Presentation skills and the ability to communicate with and persuade stakeholders at all levels.
• Strong interpersonal skills to establish rapport and collaborate with stakeholders.
• Strategic thinking and creative problem-solving abilities.
• Ability to manage, train, and mentor a team.
• Proficiency in MS Office and CX tools/software.

Preferred Qualifications

• Experience engaging and retaining a non-captive audience during live or digital presentations.

What We Offer

• Competitive Pay
• Annual Bonus
• Pension Plan
• 401(k) Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities
• Health and Work/Life Balance Benefits
• Parental Leave
• PTO for Volunteer Hours
• Employee Assistance Program
• Back-Up Care Program
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion & Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs