Hiring: Senior Director Agent Experience and Insights - WFG Company: Transamerica Location: Baltimore, MD Job Posted Time: 2026-09-16 13:59:54 Employment Type: Full-time Target Skills & Keywords: Agent Experience, Voice of the Agent, Customer & Business Quality Assurance, Agent Journey, Survey Data, Business Insights, Agent Engagement, Productivity, Satisfaction, Customer Centricity, Agility, Accountability, Collaboration, Recruiting, Onboarding, Licensing, Production, Growth, Leadership Experience: - Lead the Agent Experience and Insights function, establishing a comprehensive view of the agent experience across the full lifecycle—from recruiting and onboarding through licensing, production, growth, and leadership. - Develop and manage the Voice of the Agent program, using quantitative and qualitative insights to identify friction, emerging disruptions, unmet needs, and opportunities to improve agent outcomes. - Translate agent feedback and experience metrics into actionable strategies that enhance the agent journey. - Partner with key stakeholders to define and implement strategies that enhance the agent journey. - Drive engagement, productivity, and satisfaction while ensuring every interaction supports WFG's growth objectives. - Foster a culture of customer centricity, agility, accountability, and collaboration. Required Skills: - Agent experience and insights leadership - Voice of the Agent program development and management - Quantitative and qualitative research and survey data analysis - Business insights and strategy translation - Stakeholder partnership and collaboration - Customer centricity and agility Qualifications: - Proven experience leading agent experience and insights functions or similar roles - Strong background in leveraging agent feedback, research, survey data, and business insights - Demonstrated ability to drive engagement, productivity, and satisfaction - Experience fostering cultures of customer centricity, agility, accountability, and collaboration Compensation: Not specified Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!