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
We're modernizing our telephony system in enabling agents and empowering customers more choice and control over their telephone experience.
You will lead the design and delivery of ACGs call centre experience, with a focus on an omni-channel customer contact vision (call, chat, SMS, self-service, emails etc).
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You will partner with the Unified Communications team in developing and deploying the telephony roadmap as you work to capitalize on the opportunities available when thinking through people, process and technology. By understanding the business needs, you will help design the ideal customer experience in giving customers choice, streamlining workflows and delivering on business effectiveness.
You will prioritize feature set delivery and sequencing through partnership with other enabling departments, while managing the change management of a new solution - training, communications etc.
This is a 15-month contract, extendable to 24 months.
Accountabilities:
- Lead the entire product development lifecycle, from ideation and planning to launch and ongoing improvements.
- Create and maintain a product roadmap, prioritizing features and enhancements based on business goals and customer feedback.
- Owns the business line relationship with key business stakeholders ensuring that requirements are translated into the right products and journeys. Manages expectations with effective communication.
- Partner with vendor in bringing solution to market, ensuring timelines are rigorously managed with the PM
- Participate in quarterly planning for and ensure deliverables are prioritized based on value delivery and impact
Qualifications:
- 5+ years experience in product development and delivery.
- Telephony experience is mandatory (Avaya, Genesys etc)
- Proven success in overseeing all elements of the product development lifecycle
- High effectiveness in managing cross-functional teams experience balancing and prioritizing the needs of multiple contributors
- Ability to think big picture with the experience to get the work delivered
- Knowledge and experience in CX designs
- Adaptable and resourceful
Skills
Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented
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.®