Aegon Asset Management Sr Customer Experience Consultant in Cedar Rapids, Iowa
Job FamilyCustomer & Business Quality Assurance
Job Description SummaryResearch and understand the voice of the customer through various research methodologies, and partnering with key stakeholders throughout the organization to share findings and recommendations to define an exceptional customer experience journey and ultimately see to the implementation of the experience in the business areas. Improve the customer experience across every interaction and through every stage of the customer lifecycle while driving results within Transamerica’s “Future Fit” culture that promotes customer centricity, agility, accountability, and acting as one.Job Description
Lead projects that enhance stakeholder’s understanding of the customer and help drive experience improvement.
Consult and partner with department leaders and multifunctional teams to develop the customer experience strategy across multiple channels.
Develop views of both present and future customer journey maps, experience blueprints and other related artifacts through quality research.
Facilitate discovery-related workshops and other qualitative research methods with multifunctional teams and various customer segments.
Plan and execute customer experience design deliverables and workshops, including documenting and presenting results out to key stakeholders.
Design, execute and analyze mixed research methods to deepen understanding of customer’s experiences, pain points, needs and behaviors.
Synthesize and present research insights to inspire and recommend design improvements to address customer’s needs and enhance their experience.
Help stakeholders define and establish criteria and KPI's for assessing implementation success.
Monitor and measure key touch points within the customer journey map, through all channels.
Provide ongoing guidance and support to stakeholders acting as the voice of the customer.
Document business requirements, processes and procedures to ensure program integrity.
Bachelor’s degree in marketing, business, communications, or related field
Eight years of experience in customer experience and/or serviced design experience, management consulting, market research, innovation or related
Advanced understanding and experience of various customer experience and/or research methodologies, and embody a solution focused approach
Advanced change management skills and the ability to set priorities around constant change
Strong knowledge/familiarity of key CX concepts, drivers and trends in CX
Advanced experience leading facilitated sessions in customer journey mapping and service blueprinting
Advanced qualitative, quantitative and analytical skills with ability to see patterns in data and tell stories with the findings
Excellent verbal, written, visual presentation (PowerPoint) and interpersonal skills
Ability to accept new challenges/responsibilities, quickly learn and embrace new concepts
Proficient using MS Office tools and CX tools/software
Why Work for Us
Total Rewards at Transamerica: It’s more than a paycheck.
Our comprehensive Total Rewards package is designed to help support you in many ways — throughout all stages of your life and career. We provide a competitive, market-driven program that encompasses base compensation, bonus potential, retirement, health and wellness benefits, learning and development opportunities, plus great employee perks. All designed with you in mind… to help you live your best life, grow personally and professionally - and feel valued for the work you do.
Learn more about our Total Rewards Package (https://www.transamerica.com/individual/about-us/careers/benefits/) .
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.
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. Please contact: email@example.com 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.
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At Transamerica, hard work, innovative thinking and personal accountability are qualities that we honor and reward. We understand the potential that is 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 focused on helping customers secure their long-term financial futures.
Transamerica is a part of AEGON, an international life insurance, pension, and asset management company. The AEGON companies employ approximately 28,000 people and have a strong presence in more than 20 countries across the globe. For more information, visit www.transamerica.com.