Senior Director Agent Experience and Insights

Transamerica

Cedar Rapids (IA)

On-site

USD 180,000 - 200,000

Full time

14 days+

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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

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Job Family

Customer & Business Quality Assurance

Who We Are

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life. Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them. We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

What We Do

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs. Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com.

Job Description Summary

As the leader of the Agent Experience & Insights team that is responsible for delivering a “One Transamerica” experience, this role will partner with key stakeholders throughout the organization to define the customer experience journey, guided by customer research, surveys and other data, and ultimately see to the implementation of the experience in the business area. Focus on improving the customer experience across every interaction and through every stage of the customer lifecycle while ensuring we are driving measurable results within Transamerica’s “Future Fit” culture that promotes customer centricity, agility, accountability and collaboration.

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. These capabilities must be customer-centric, promote personalized and engaging experiences, and should be identified even if aspirational/do not exist today.
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.

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.

Preferred Qualifications

Experience engaging and retaining a non-captive audience during live or digital presentations, where participation is strictly voluntary.

Working Conditions

Hybrid Environment
Frequent Travel 25 to 50%
Travel to meet with stakeholders across the organization

Compensation

The Salary for this position generally ranges between $180,000 - $200,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.
Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration, sponsorship or otherwise serving as an employer of record for immigration employment purposes. At this time, this role is not eligible for immigration-related employment authorization sponsorship.

This is a hybrid position requiring three days in office per week in one of our hub locations. Relocation assistance will not be provided for this position.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

Competitive Pay
Bonus for Eligible Employees

Benefits Package

Pension Plan
401k 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

Paid Time Off starting at 160 hours annually for employees in their first year of service.
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
Adoption Assistance
Employee Assistance Program
Back-Up Care Program
PTO for Volunteer Hours
Employee Matching Gifts Program
Employee Resource Groups
Inclusion and Diversity Programs
Employee Recognition Program
Referral Bonus Programs

Inclusion & Diversity

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

Transamerica’s Parent Company

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.