Senior Director Agent Experience and Insights - WFG

Location: Philadelphia, Pennsylvania; hybrid position requiring three days in the office per week at a hub location. Frequent travel of 25–50% is required. Applicants must have legal authorization to work in the United States without immigration sponsorship or employer-of-record support.

Salary: $180,000–$200,000 annually, plus potential eligibility for an annual bonus.

Company

hirify.global is an international financial services company providing insurance, retirement, investment, and employee benefit solutions.

What you will do

• Lead the Agent Experience and Insights function across the full agent lifecycle, from recruiting and onboarding through licensing, production, growth, and leadership.
• Develop and manage the Voice of the Agent program using qualitative and quantitative research to identify friction, unmet needs, and improvement opportunities.
• Translate agent feedback and experience metrics into actionable insights for business priorities, investment decisions, and experience improvements.
• Partner with Operations, Marketing, Digital/Technology, Distribution, Product, and other functions to identify root causes and coordinate remediation.
• Build feedback frameworks, agent personas, journey maps, experience principles, dashboards, and reporting linked to recruiting, licensing, retention, productivity, and revenue outcomes.
• Lead and develop a high-performing team while advocating for the agent perspective in planning, transformation, platform, and operating-model decisions.

Requirements

• Bachelor’s degree in marketing, business, communications, or a related field.
• At least eight years of experience in Marketing, Customer Experience, or Operations, including three years of leadership experience.
• Expert knowledge of customer experience methodologies and practices, including strategic, cross-functional program execution.
• Strong presentation, communication, influencing, interpersonal, strategic thinking, change management, and prioritization skills.
• Experience managing, training, and mentoring others, with proficiency in MS Office and CX tools or software.
• Legal authorization to work in the United States without immigration-related sponsorship is required.

Nice to have

• Experience engaging and retaining a non-captive audience during voluntary live or digital presentations.

Culture & Benefits

• Collaborative environment focused on customer centricity, agility, accountability, inclusion, and work-life balance.
• Medical, dental, vision, disability, pension, 401(k) matching, and employee stock purchase benefits.
• Paid time off, paid holidays, parental leave, adoption assistance, backup care, and employee assistance programs.
• Tuition reimbursement, career training and development, wellness programs, employee resource groups, and inclusion initiatives.
• Employee discounts, volunteer time off, matching gifts, recognition, and referral bonus programs.