At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
The Enterprise Customer Experience Strategy team develops Customer Experience (CX) strategy, goals and standards for the enterprise and ensures progress toward these goals to achieve the highest levels of customer satisfaction and positive business outcomes.
As a Customer Experience Strategy Lead Consultant, this individual will primarily be responsible for owning the strategy for how we govern and drive enterprise accountability for CX at Allstate, monitoring how well the company is delivering on our promise to our customers. This involves maintaining strong relationships across many areas of the business, analyzing data and investigating potential issues to ensure we all are adhering to our standards. As a member of the CX Strategy team, this individual will also manage and contribute to other key components of our work, including developing customer-focused strategies to drive a customer-first culture, facilitating sessions to broaden awareness and understanding of CX concepts, perform external research and benchmarking, guiding the development of employee learning and development and ensuring our suite of tools and resources are kept relevant.
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Success in this role requires strong collaborative skills working with matrixed teams and demonstrated experience as a self-motivated and independent critical thinker. Candidates must have passion for doing right by the customer, strong project management skills, and is empowered and encouraged to bring their whole self to work. This individual will play an integral role on the Strategy team and will be expected to flex their creativity when solving problems, speak up, have a data-driven point of view, and be an advocate for the customer.
Key Responsibilities
- Designs and manages a CX governance process, monitoring progress toward consistent delivery of CX standards
- Leads the development of educational tools and facilitates employee-focused sessions to facilitate enterprise adoption and inspiration
- Supports the team in developing customer-led strategic recommendations based on enterprise priorities
- Performs research to define best-in-class experiential benchmarks and stays up-to-date on consumer trends
- Develops progress updates and guides complex project management within the CX strategy team
Education & Experience:
- Bachelor's degree or equivalent experience
- 5 or more years of related experience (Customer Experience, Strategy Development, Governance/Compliance)
Functional Skills:
- Creative problem solver, curious and inquisitive - Navigates a landscape for which there is not yet a map with minimal guidance, willingness to explore unchartered territories to drive organization forward
- Highly-effective communicator and presenter (oral and written) - Simply represents complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization - a change agent
- Expert collaborator - Adept at leading and influencing cross-functionally to get things done; can build a common purpose
- Self-directed and proactive - Anticipates problems and seeks opportunities
- Independent and strategic thinker - Ability to perform research, derive insights and compile a perspective based on disparate pieces of information
- Strong time management and organization - Drives forward multiple, complex projects simultaneously, creating work plans, keeping stakeholders updated and defining milestones and success measures
- Passionate - Driven, motivated, injects energy and a sense of urgency into projects and teams
- Future-Oriented - Demonstrates comfort with ambiguity, especially when solving problems; takes calculated risks that have long-term benefits
- Growth Mindset - Learns flexibly and applies knowledge across situations
- Challenges others to think differently, won't accept 'that's the way we've always done things" status quo thinking
Skills
Compliance, Customer Experience (CX), Customer Experience Strategy, Problem Solving
Compensation
Compensation offered for this role is $104,000.00 - 187,625.00 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation.
Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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