Job description
Job Family
Customer & Business Quality Assurance
Who We Are
Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.
What We Do
Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).
Job Description Summary
Reporting to the President of Individual Solutions, the Head of Customer Experience and Marketing will lead a team responsible for designing and overseeing implementation of Individual Solutions’ 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 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 Individual Insurance Solutions value chain with demonstrated experience to synthesize partnership between 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 locations
Working Conditions
- Office or hybrid office/remote environment
**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules and other compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**
Compensation:
The Salary for this position generally ranges between $245,000 - $404,000 annually. This range is an estimate, based on potential qualifications and operational needs. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2 and other applicable local regulations.
Bonus Eligibility:
This position is also typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion.
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
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Competitive Pay
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Bonus for Eligible Employees
Benefits Package
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Pension Plan
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401k Match
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Employee Stock Purchase Plan
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Tuition Reimbursement
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Disability Insurance
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Stock Purchase Plan
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Employee Discounts
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Career Training & Development Opportunities
Health and Work/Life Balance Benefits
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Paid Time Off
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Paid Holidays
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Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
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Parental Leave
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Adoption Assistance
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Employee Assistance Program
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College Coach Program
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Back-Up Care Program
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PTO for Volunteer Hours
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Employee Matching Gifts Program
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Employee Resource Groups
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Inclusion and Diversity Programs
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Employee Recognition Program
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Referral Bonus Programs
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Peer Recognition Program (BRAVO)
Inclusion & Diversity
Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign’s Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount’s “100 Best Companies” list.
In addition, as part of Transamerica’s commitment to maintaining an inclusive workplace, the company sponsors 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 and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.
Giving Back
Transamerica believes our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of the communities where we live and work.
https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation
Transamerica’s Parent Company
Aegon
acquired the Transamerica business in 1999. Aegon’s roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world’s leading financial services organizations, providing life insurance, pensions, and asset management. 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.
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