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 unleashed by 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. 

    

Transamerica is a part of Aegon, an integrated, diversified, international financial services group. The Aegon companies employ over 21,500 people and have approximately 31.7 million customers.* For more information,  visit www.transamerica.com. 

 

Who We Are 

  

Transamerica has been making financial services available to the many, not just the few, for more than 100 years. We’re a leading provider of life insurance, retirement, and investment solutions, serving millions of customers throughout the United States. Transamerica’s dedicated professionals focus on helping people live their best lives through saving, investing, and protecting their loved ones. Transamerica is dedicated to building America’s leading middle market life insurance and retirement company, providing a broad range of quality individual life insurance policies, workplace supplemental insurance benefits, workplace retirement plans, individual retirement accounts, and investment products, including mutual funds, annuities, stable value solutions, as well as investment management services. 

 

What We Do 

 

Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, and Employee Benefits), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People and Places; Brand; Corporate Affairs; Risk; and Technology). 

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 de