Head of Agent Experience & Insights

Aegon; United States; Hybrid; USD 180,000 - 200,000; Full time

Job summary

World Financial Group (WFG) seeks a senior leader to head the Agent Experience and Insights function, driving the agent journey across recruiting, onboarding, licensing, production, growth, and leadership.

The role partners with Operations, Marketing, Digital/Technology, Distribution, and Product to close experience gaps and elevate agent outcomes through data-driven strategies and a customer-centric mindset.

Qualifications

• Expert understanding of customer experience methodologies and practices.
• Eight years of Marketing, CX, or Operations experience including leadership roles.
• Experience leading multi-function strategic programs across organizations.
• Strong presentation and stakeholder engagement skills.
• Ability to drive change and mentor others.
• Proficiency with MS Office and CX tools/software.

Responsibilities

• Lead the Agent Experience and Insights function across the full agent lifecycle, from recruiting and onboarding through licensing and growth.
• Develop and manage the Voice of the Agent program to identify friction and opportunities for improvement.
• Translate agent feedback into actionable insights that inform priorities and investments.
• Partner with Operations, Marketing, Digital/Technology, Distribution, and Product to remediate experience gaps.
• Establish closed-loop feedback and ensure concerns are addressed and communicated back to the field.
• Create enterprise-wide feedback frameworks spanning key agent touchpoints and moments that matter.

Skills

Customer experience methodologies

Leadership

Presentation skills

Strategic thinking

Change management

Mentoring others

CX tools

Education

Bachelor's degree in marketing, business, or communications

Tools

MS Office

CX tools/software

Job description

World Financial Group (WFG) seeks a senior leader to head the Agent Experience and Insights function, driving the agent journey across recruiting, onboarding, licensing, production, growth, and leadership.

The role partners with Operations, Marketing, Digital/Technology, Distribution, and Product to close experience gaps and elevate agent outcomes through data-driven strategies and a customer-centric mindset.