Senior Director Agent Experience and Insights - WFG

Job Family

Customer & Business Quality Assurance

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.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

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 supporting World Financial Group (WFG), this role is responsible for delivering a seamless, end-to-end agent experience across the organization. Partnering with key stakeholders, the role leverages agent feedback, research, survey data, and business insights to define and implement strategies that enhance the agent journey. Focused on driving engagement, productivity, and satisfaction, this leader ensures every interaction supports WFG's growth objectives while fostering a culture of customer centricity, agility, accountability, and collaboration.

Job Description

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.

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.

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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 i