Head of Agent Experience & Insights

Transamerica; Cedar Rapids (IA); Hybrid; USD 180,000 - 200,000; Full time

Job summary

Transamerica is seeking a senior leader to head the Agent Experience & Insights team, partnering across Operations, Marketing, Distribution and IT to shape the customer journey. You will drive measurable, customer-centric change and oversee real-time feedback dashboards while guiding a CX team and embedding a future-fit culture.

The role demands executive communication, cross-functional program leadership, and mentoring to advance customer experience initiatives across the organization.

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.

Responsibilities

• Interact with senior leadership to develop the customer experience strategy across functions.
• Drive customer-centric change by implementing service delivery improvements across departments.
• Define, identify and assess customer capabilities across channels.
• Make customer feedback actionable with care teams and insights.
• Direct initiative to review and overhaul customer communications aligned with brand and vision.
• Partner with business areas to develop dashboards for real-time customer feedback visibility.
• Manage, develop and coach a CX team responsible for prioritization and execution.
• Develop a customer immersion program for employees at all levels.
• Build relationships and act as a change agent to drive adoption of new ways of working.

Skills

Customer experience

Leadership

Stakeholder management

Strategic thinking

Change management

Presentation skills

Mentoring

MS Office

CX tools

Education

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

Tools

MS Office

CX tools/software

Job description

Transamerica is seeking a senior leader to head the Agent Experience & Insights team, partnering across Operations, Marketing, Distribution and IT to shape the customer journey. You will drive measurable, customer-centric change and oversee real-time feedback dashboards while guiding a CX team and embedding a future-fit culture.

The role demands executive communication, cross-functional program leadership, and mentoring to advance customer experience initiatives across the organization.