Hiring: Senior Director Agent Experience and Insights - WFG Company: Aegon Location: United States Job Posted Time: 2026-09-16 17:52:06 Employment Type: Contract / Remote Target Skills & Keywords : Change Management, Microsoft Office About the job Required Skills: •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 clear, actionable insights that inform business priorities, investment decisions, and experience improvements. •Partner across Operations, Marketing, Digital/Technology, Distribution, Product, and other disciplines to determine root causes and coordinate remediation of identified experience gaps. •Establish closed-loop feedback practices that ensure agent concerns are acknowledged, routed to the appropriate owners, addressed, and communicated back to the field. •Create an enterprise-wide feedback framework spanning key agent touchpoints, channels, and moments that matter, while complementing—rather than duplicating—the research and design work led by the UX team. •Define clear operating boundaries and collaboration practices between Agent Experience and UX, ensuring insights are shared and each function’s expertise is effectively leveraged. •Lead the development and ongoing refinement of agent personas, journey maps, experience principles, and other tools that help business teams understand agents’ needs, behaviors, motivations, and pain points. Qualifications: •Bachelor’s degree in marketing, business, communications or related field •Eight years of experience in Marketing, Customer Experience (CX), or Operations, including three years of leadership experience •Expert understanding of customer experience methodologies and practices •Presentation skills and the ability to communicate with and persuade stakeholders at all levels of the organization •Demonstrated capacity to accept new challenges/responsibilities and quickly learn and embrace new concepts •Strong interpersonal skills to establish rapport, credibility and collaborative relationship with stakeholders •Demonstrated capacity 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 •Proficiency using MS Office and CX tools/software. Compensation: •$180,000 - $200,000 / year •Flexible work environment (work from home / hybrid options) 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!