Head of Agent Experience & Insights

Transamerica; Philadelphia (Philadelphia County); Hybrid; USD 180,000 - 200,000; Full time

Benefits offered by this job

Pension Plan

401k Match

Employee Stock Purchase Plan

Tuition Reimbursement

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Job summary

Transamerica is seeking a senior leader to head the Agent Experience & Insights team, shaping the customer journey through research, surveys, and data-driven insights. The role partners with Operations, Marketing, Distribution, and IT to drive measurable improvements in the customer lifecycle within our Future Fit culture.

Responsibilities include designing customer-centric capabilities, turning feedback into action, overhauling communications to align with brand, and delivering real-time

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 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.
• 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.

Skills

Stakeholder alignment

Customer experience

Strategic programs

Presentation skills

MS Office/CX tools

Education

Bachelor’s degree in marketing, business, communications

Tools

CX tools

Job description

Transamerica is seeking a senior leader to head the Agent Experience & Insights team, shaping the customer journey through research, surveys, and data-driven insights. The role partners with Operations, Marketing, Distribution, and IT to drive measurable improvements in the customer lifecycle within our Future Fit culture.

Responsibilities include designing customer-centric capabilities, turning feedback into action, overhauling communications to align with brand, and delivering real-time