Senior Manager, Customer Experience (Work from Home)

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
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.Job Description

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%.

#LI-REMOTE

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
• Stock Purchase Plan
• Employee Discounts
• Career Training & Development Opportunities

Health and Work/Life Balance Benefits

• Paid Time Off
• Paid Holidays
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave
• 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
• 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.

Websites

Transamerica | Protecting Your Wealth and Health since 1906

Aegon Group Corporate Website | Aegon

Management Team

Transamerica Leadership - Standing For Financial Innovation Since 1906 | Transamerica