Head of Customer Experience & Marketing

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

Reporting to the President of World Financial Group (WFG) and SVP Transamerica, the Head of Customer Experience and Marketing will lead a team responsible for designing and overseeing implementation of WFG's customer experience and marketing. The customer experience strategy will encompass all customer types, including advisors/agents and end consumers, and cover all customer touchpoints. Will develop expertise around how we engage customers and guide business functions along the journey to deliver on that vision. Additionally, will enable fact-based decisions based on customer feedback and insights as well as development and awareness of end-to-end journeys. This role will also provide leadership and strategic direction to create and implement effective marketing strategies that align to customer preferences, distribution targets, and Transamerica’s WFG brand and vision.

Job Description

Responsibilities

• Lead the development of customer experience strategy and roadmap that engages customers in various mediums (e.g. mobile/digital)
• Promote the customer perspective ensuring that it’s reflected throughout the service and customer journey through collaboration across the organization
• Create detailed customer journey maps and personas based on key data, competitive insights, and targeted outcomes to produce a holistic view of customer engagement touchpoints
• Think proactively about customers’ needs and wants to inform the design of new products and capabilities that will drive elevated customer service and outcomes
• Collect Voice of the Customer data to aid in the development of “go-to-market” strategies
• Drive customer adoption of digital self-service and e-delivery capabilities
• Devise and implement insightful and integrated customer experience feedback mechanisms
• Build metrics and analytics that contribute to data driven decision making and adoption opportunities
• Manage strategic partnerships with external partners
• Establish and execute sophisticated marketing strategies for all products across divisional distribution channels
• Develop customer experience marketing to document our story, build positioning, build marketing materials that tells our story, and build a go to market strategy that raises awareness and engagement using measurable campaigns
• Deliver marketing campaigns that align to distribution growth targets
• Promote a diverse and inclusive team environment
• Provide coaching and development of talent within the organization

Qualifications

• Bachelor’s degree in business, organization design or related field, or equivalent experience
• Ten years of marketing experience
• Experienced leader with a track record of building new teams and organizational strategy in a transformational environment
• Deep Experience with B2B customer and marketing experience strongly preferred
• Demonstrated experience in program management
• Experience creating and implementing customer segmentation strategies leading to new business strategies and driving growth
• Experience with establishing metrics to determine ROI on marketing campaigns
• Ability to develop strategic plans and leverage thought leadership
• Strong understanding of Retail Insurance Solutions value chain with demonstrated experience to synthesize partnership between the field force, operations and distribution functions
• Strong business leadership, technology acumen, and an ability to influence at all levels
• High degree of independent leadership, critical thinking, communication, accountability, analytical and leadership skills
• Ability to thrive in an ambiguous and fast-paced environment while being flexible and able to handle rapidly changing scenarios and make tough trade off decisions
• Outstanding presentation and language skills; senior-level group facilitation skills
• Ability to manage virtually and across multiple global geographic location

Working Conditions

• Office or hybrid office/remote environment
• Moderate travel (up to 20%) for business meetings and conferences requiring overnight stays

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

The Salary for this position generally ranges between $245,000-$300,000 annually. This range is an estimate, based on potential qualifications 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.

#LI-remote #IND123

Worried about not having every single qualification listed? It’s okay. If it’s a role you’re interested in, we encourage you to apply. Employees who enjoy their jobs are one of our favorite things. 

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

• College Coach 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

 

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