Customer Experience Strategy Lead Consultant

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. The Strategy Lead Consultant will help to define customer-led strategies, assist in monitoring success of Customer Experience delivery, develop tools for rollout of newly created Standards and help to set and facilitate governance; reaching across functional lines to drive integration across the organization.

Key Responsibilities

• Plans and monitors progress of ECX rollout and delivery against CX standards

• Leads the development of educational tools to facilitate enterprise adoption and inspiration

• Supports team in developing customer-led strategic recommendations based on enterprise priorities

• Helps to develop customer experience (CX) standards across the entire customer lifecycle, channels and Allstate marketing facing businesses

• Develops progress updates and guides complex project management within the CX strategy team

• Participates in guiding research to define best-in-class experiential benchmarks, breakout experiences, and new customer insights

• Facilitates and helps to design a CX- governance process

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 5 or more years of experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Skills

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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