Strategic Lead, Agent Experience & Insights

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

Job summary

Transamerica is seeking a leader for the Agent Experience & Insights team to deliver a seamless, end-to-end agent experience across the organization. You will partner with stakeholders across Operations, Marketing, Digital/Technology, Distribution, and Product to translate agent feedback into strategic priorities and measurable improvements.

The role focuses on engagement, productivity, and satisfaction, ensuring alignment with growth objectives while fostering customer-centricity, agility,

Qualifications

• Bachelor’s degree in marketing, business, communications or related field.
• Eight years of experience in Marketing, CX, or Operations, including three years of leadership experience.
• Expert understanding of customer experience methodologies and practices.
• Presentation skills and the ability to communicate with and persuade stakeholders at all levels of the organization.
• 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

• Lead the Agent Experience and Insights function, establishing a comprehensive view of the agent experience across the full lifecycle—from recruiting and onboarding through licensing, production, growth, and leadership.
• Develop and manage the Voice of the Agent program, using quantitative and qualitative insights to identify friction, emerging disruptions, unmet needs, and opportunities to improve agent outcomes.
• Translate agent feedback and experience metrics into clear, actionable insights that inform business priorities, investment decisions, and experience improvements.
• Partner across Operations, Marketing, Digital/Technology, Distribution, Product, and other disciplines to determine root causes and coordinate remediation of identified experience gaps.
• Establish closed-loop feedback practices that ensure agent concerns are acknowledged, routed to the appropriate owners, addressed, and communicated back to the field.
• Create an enterprise-wide feedback framework spanning key agent touchpoints, channels, and moments that matter, while complementing—rather than duplicating—the research and design work led by the UX team.
• Define clear operating boundaries and collaboration practices between Agent Experience and UX, ensuring insights are shared and each function’s expertise is effectively leveraged.
• Lead the development and ongoing refinement of agent personas, journey maps, experience principles, and other tools that help business teams understand agents’ needs, behaviors, motivations, and pain points.
• Build a shared, fact-based understanding of the current agent experience and clearly articulate the desired future-state experience.
• Develop experience measurement frameworks, dashboards, and reporting that connect Voice of the Agent insights to business outcomes such as recruiting, licensing, retention, productivity, and revenue per agent.
• Facilitate cross-functional working sessions that align stakeholders around agent needs, prioritize opportunities, and establish accountable owners and remediation plans.
• Monitor progress against experience improvements, assess whether interventions are producing the intended results, and recommend adjustments when needed.
• Serve as a strategic advocate for the agent perspective in business planning, transformation initiatives, platform decisions, and operating-model changes.
• Lead, develop, and inspire a high-performing team responsible for agent research, experience insights, journey management, measurement, and feedback-loop governance.
• Foster an enterprise culture of agent-centric decision-making by making insights accessible, relevant, and actionable for leaders and teams across the organization.

Skills

Marketing

CX

Operations

Leadership

Presentation skills

Interpersonal skills

Change management

MS Office

CX tools

Education

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

Tools

MS Office

CX tools

Job description

Transamerica is seeking a leader for the Agent Experience & Insights team to deliver a seamless, end-to-end agent experience across the organization. You will partner with stakeholders across Operations, Marketing, Digital/Technology, Distribution, and Product to translate agent feedback into strategic priorities and measurable improvements.

The role focuses on engagement, productivity, and satisfaction, ensuring alignment with growth objectives while fostering customer-centricity, agility,