Senior Manager, Customer Experience (Work from Home)

This role is responsible for partnering with key stakeholders throughout the organization to define the customer experience journey and ultimately see to the implementation of the experience in the business areas. The focus of the role is to improve the customer experience across every interaction and through every stage of the customer lifecycle while ensuring we are driving results within Transamerica's "Future Fit" culture that promotes customer centricity, agility, accountability and collaboration.

Responsibilities

• Lead the customer journey mapping initiative for key stakeholders in the organization, including engaging department leaders in creating the experience from a customer point of view.
• Interact with department leaders to develop the customer experience strategy across multiple teams and potentially across multiple functions.
• Drive customer-centric change by recommending and implementing service delivery changes for other departments as a result of experience map design.
• Make customer feedback actionable by partnering with customer care teams and customer insights team to monitor and address customer service issues.
• Partner with peers to develop a customer immersion program for employees at all levels of the organization.

Qualifications

• Bachelor's degree in marketing, business, communications or related field.
• Eight years of experience in Marketing, Customer Service, or Operations, including three years in a management role.
• Expert understanding of customer experience methodologies and practices.
• Experience developing and executing on strategic programs that are multi-faceted and cross multiple functions.
• Proficiency using MS Office tools and CX tools/software.

Behavioral & Leadership Competencies

• 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.
• Interpersonal skills to establish rapport, credibility and collaborative relationships 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.

Working Conditions

• Moderate travel

Compensation:

The salary for this position generally ranges between $102,000 - $144,000. This range is an estimate, based on potential employee qualifications, operational needs and other considerations permitted by law. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2.

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 at a rate of 17.5%.

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Company information

Equal Opportunity Employer:

Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

AEGON USA Realty Advisors, LLC, is an Equal Employment Opportunity/ Affirmative Action Employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. If you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs, please contact: [email protected].

Technical Assistance:

If you experience technical problems during the application process, please email [email protected].