Senior Director Agent Experience and Insights

Job Family

Customer & Business Quality Assurance

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.

Job Description

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.

Disclaimer:
Beware of fake job offers!

We’ve been alerted to scammers impersonating Transamerica recruiters, particularly for remote positions. Please note:

• We will never request personal information such as ID or payment for equipment upfront.
• Official offers are sent via DocuSign following a verbal offer—not through text or email.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

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.   

* As of December 31, 2023