Where good people build rewarding careers.

Think that working in the insurance field cant be exciting, rewarding and challenging? Think again. Youll help us reinvent protection and retirement to improve customers lives. Well help you make an impact with our training and mentoring offerings. Here, youll have the opportunity to expand and apply your skills in ways you never thought possible. And youll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Description

Job Family Summary

Determines where to deploy our customer experience efforts to drive the greatest improvement in customer experience results (NPS and Retention). Using a customer journey approach, develops and deploys a strategy to optimize customer journey management across the enterprise and ensure executive alignment and support. Routinely measures our progress and communicate broadly in a way that creates advocacy for action.

Job Summary

The Strategy Lead Consultant is responsible for leading/managing programs and projects that contribute to the execution of the overall customer experience journey management strategy: managing customer end-to-end experiences with Allstate Market Facing Businesses (MFBs), cutting across Areas of Responsibility (AORs), products etc., to support customer core needs.

They will develop tools and frameworks to aid the department and the company to deploy this strategy. They will proactively collaborate with the individual journey owners and key business partners and stakeholders. They will closely monitor progress and identify barriers, facilitate solutions and escalate to senior management when and if trade-off decisions need to be made. They will develop options and recommendations with full transparency and implications to ensure an informed decision can be made.

This position leverages the knowledge and skills of professionals across the enterprise and leads programs using appropriate program and project management skills to complete assignments that support business goals. This position is accountable for collaborating with other key partner teams within Allstate (D3, MARA, UXR, etc.).

Job Description

Key Responsibilities

• Advocates, promotes, and drives the adoption of journey management strategy.
• Develops, deploys, and maintains tools and frameworks to drive focus on what matters most to customers:
  • Builds, maintains, and drives adoption of tools that develop a common understanding and language of how our customers experience our brand
  • Develops, deploys, and maintains a strategic framework to optimize customer experience while maintaining profitability and operational efficiency
  • Determines processes, captures best practices, and provides consultation to Customer Experience (CE) and other AORs enabling execution of the journey management strategy
  • Leverages internal / external insights, benchmarks and trends to help identify & rationalize areas of focus
• Analyzes data on customer experience performance across all journeys on an ongoing basis to identify opportunities to optimize customer experiences and improve performance
• Contributes towards leading, defining, delivering, and managing the lifecycle of new or ongoing customer experience initiatives
• Assists with establishing strategic vision, discovery, roadmaps, and delivery of initiatives to maximize customer and enterprise value
• Organizes and facilitates meetings, brainstorming sessions, and ideation workshops to drive the innovation pipeline and augment existing tools
• Defines and manages metrics to measure the success of efforts, products and solutions driving operational efficiencies without attenuating the customer experience
• Delivers concise and well-articulated strategic plans with the appropriate level of detail and develops compelling presentations outlining insights and recommendations for improving customer experiences.
• Responsible for working closely with key stakeholders and partners around the globe, building and nurturing strong relationships to understand priorities, challenges and collaboratively advance work.
• Actively participates in creative and innovative efforts to engage employees (e.g. immersion room).
• Actively participates in our learning culture; including coaching and mentoring staff, stakeholders and peers to achieve personal growth and business results.

Job Description

An Ideal Candidate

• Is a creative problem solver, curious and inquisitive values questions as much, if not more, than answers
• Is a pathfinder - can navigate a landscape for which there is not yet a map, willingness to explore and take on unfamiliar work efforts
• Doesnt wait for perfect clarity to take action or become discouraged at the thought of the slightest mistake
• Is engaged from the start, takes initiative and maintains high degree of urgency motivated, passionate, and energetic!
• Exhibits strong collaboration skills with colleagues in-office and remote, bridges ideas of others and seeks to understand their perspectives
• Has strong emotional intelligence is self-aware, thinks deeply about emotions, behavior and considers how they affect other people
• Must possess a relentless drive to continuously improve oneself, colleagues and surrounding circumstances
• Can remain flexible to changing priorities and thrive in ambiguity, doesnt get distracted by the unimportant
• Is professional with strong organizational, communication, and superior ethical standards.
• Embraces experimentation: ideating and prototyping to develop fresh, innovative solutions
• Thrives on finding solutions to challenging problems based on customer trends and needs
• Be a hero as a champion for the customer youll defend the position that customer-centric starts with the customer, not products
• Strives to be a CX thought leader, takes initiative to accumulates knowledge and expertise in the field
• Oh, and runs for the hills when hearing, thats the way weve always done things. We like to have fun!

Job Qualifications

Knowledge/Skills/Ability/Experience

• Works in an ever changing and at times, fast-paced environment
• Strong communicator and presenter (oral and written) of complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization a change agent
• A collaborator who can work cross-functionally to get things done; can build a common purpose
• Develop strong relationships with colleagues internal and external to CE
• Experience in analyzing data and research, and deriving insights
• Ability to think strategically, conceptually, analytically and creatively.
• Ability to be self-directed, to proactively anticipate problems, and to seek opportunities
• Project management within a delivery environment must be well organized, consistently follow-up on tasks and regularly communicate updates and status
• Create work plans - break down projects into reasonable subsets of work and activities
• Strong Microsoft Office skills, particularly PowerPoint, Excel, Word, and OneNote.
• Prior exposure to user experience design and user experience research can strengthen an applicants position
• Bachelors Degree required.

Good Work. Good Life. Good Hands.

As a Fortune 100 company and industry leader, we provide a competitive salary but thats just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, youll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

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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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