Manager of Experience & Insights

We are Athene. At Athene, we are driven to do more. We are a leading retirement services company that issues, reinsures and acquires retirement savings products designed for the increasing number of individuals and institutions seeking to fund retirement needs. We see every day as a new opportunity to measure ourselves against the best - and then we don't stop until we've set the bar even higher. We're ready to help you achieve more.

Purpose:
The Manager of Experience & Insights will help develop and implement Athene's customer experience and research strategy, supporting the company's brand and business strategy. This role will report to the Director - Insights, Analytics, & Experience and will manage expectations throughout the organization. This includes collaborating across the organization to measure progress and generate improved outcomes for Athene's diverse customer set of advisors, policyholders, employees, and distribution partners.

Accountabilities:

• Work within Marketing & Communications (MarComm) and across Athene to develop a comprehensive research strategy that positively impacts Athene's business strategy and creates tangible results.
• Partner with key areas (Insurance Operations, Sales, MarComm, IT) to educate, influence, coordinate, develop and execute support for improved audience experiences by leveraging key insights.
• Consult with various areas of the business on how they interact with audiences and gather input to improve interaction points. Develop organic support for the Athene Experience by working collaboratively with various departments and their ambassadors to implement new ideas.
• Create an Athene Experience roadmap that reflects the input and needs across the company, with outcomes that support identifying and delivering valued product, service and technology strategies based on audience needs and expectations.
• Manage internal and external research projects at the direction of the marketing leadership team, including the maintenance and expansion of Athene's Voice of the Producer (VOP) and Voice of the Customer (VOC) programs.
• Lead the identification of methods to gather feedback from Athene's customers, complete journey maps of various experiences with Athene, and implement prioritized solutions that improve outcomes for all customers.
• Partner across the business to be an advocate for research-based customer points of view.
• Advocate the use of insights through various projects, initiatives, and ongoing business work to influence improved audience experiences.
• Leverage metrics to review satisfaction, strengthen experiences, and help develop further programs and initiatives that effectively respond to customers.

Qualifications and Experience:

• Bachelor's degree in marketing, business, or related field, or equivalent experience required.
• 5 plus years of marketing or research background, previous research experience and customer experience initiative work is highly desired.
• Minimum 2 years direct management experience.
• Financial services, insurance, or annuity experience is desired
• Strong verbal and written communication skills, organization, planning, analysis, problem solving, decision making and recommendations.
• Ability to lead cross-functional teams, influence across departments and persuasively build coalitions for new initiatives/ideas.
• Demonstrated understanding of marketing, research, customer experience methods and communication principals and the ability to apply them to projects.
• Proven background in understanding the journey (advisor, policyholder, employee, and distributor) from the customer's initial experience to end goal and ongoing service relationship.
• Experience with Qualtrics or a similar research platform is desired.
• Deep experience in collaborating and consulting with internal teams, clients, and distributors to arrive at solutions, while building and maintaining effective relationships.
• Ability to present concepts and recommendations to internal and external stakeholders.
• Some travel may be required.

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Athene celebrates diversity, is committed to inclusion and is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law.