Senior Director Agent Experience and Insights - WFG

About this role

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 thr

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