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Customer & Business Quality Assurance

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.

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 includingqualifications, 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