Director of Agent Experience & Insights

Transamerica; Baltimore (MD); Hybrid; USD 180,000 - 200,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive pay

Annual bonus eligibility

Pension plan

401k match

Job summary

Transamerica is seeking a senior leader to head the Agent Experience & Insights team, partnering with senior stakeholders to define the customer journey and implement experiences across the business. The role drives measurable results aligned with Transamerica’s Future Fit culture, emphasizing customer centricity, agility and collaboration.

You will lead cross-functional teams, develop dashboards for real-time feedback, and foster a customer-centric change mindset across divisions.

Qualifications

• Bachelor’s degree in marketing, business, communications or related field.
• 8+ years in Marketing, Customer Experience (CX) or Operations, incl. 3+ years in leadership.
• Expert understanding of CX methodologies and practices.
• Experience leading multi-function strategic programs and cross-functional initiatives.
• Strong presentation and stakeholder persuasion skills.

Responsibilities

• Interact with senior leaders across Operations, Marketing, Distribution and IT to shape customer experience strategy.
• Drive customer-centric change by implementing service delivery improvements across departments.
• Define and assess forward-looking customer capabilities across channels and journeys.
• Translate customer feedback into actionable initiatives with care and insights teams.
• Overhaul customer communications to align with brand and vision.

Skills

CX leadership

Stakeholder management

Strategic thinking

Change management

Presentation skills

Cross-functional collaboration

Communication

MS Office/CX tools

Education

Bachelor’s degree in marketing, business, communications or related field

Tools

CX tools/software

MS Office

Job description

Transamerica is seeking a senior leader to head the Agent Experience & Insights team, partnering with senior stakeholders to define the customer journey and implement experiences across the business. The role drives measurable results aligned with Transamerica’s Future Fit culture, emphasizing customer centricity, agility and collaboration.

You will lead cross-functional teams, develop dashboards for real-time feedback, and foster a customer-centric change mindset across divisions.