Customer Experience Transformation Optimization Associate Manager

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 Customer Experience Transformation Optimization Associate Manager is responsible for defining, delivering, and managing the lifecycle of an assigned digital transformation initiative. Recommending the strategic vision, discovery, and roadmap to maximize the customer and enterprise value provided by their initiative. Also, collaborates with key stakeholders to maintain and execute an integrated communication plan to support awareness and adoption of an initiative.

Key Responsibilities

• Strong analytical skills along with the ability to interpret data and challenge findings or assumptions
• Responsible for telling the story of the work/analytics to summarize recommendations and next steps via presentations, dashboards, and other mediums
• Actively build strong relationships among teams and team members to ensure cooperation on project objectives
• Actively participate in the triage of incidents to help classify the incidents into similar patterns (problems), understand the operational impact on the product, and facilitate a root cause remediation
• Coordinate and collaborate with team members to ensure implementation success, and monitor/track performance of initiative post-implementation
• Define, guide, and manage approved KPIs to measure the success and to drive transparency into business outcomes and progress related to the overall digital transformation strategy
• Define the metrics, problem statements, user stories and business requirements for each opportunity to align with strategic priorities and expectations
• Engage in discovery and test & learn activities to quickly validate assumptions and digital direction
• Make recommendations to leaders on redirection opportunities of efforts; leverage customer-centric thinking, discovery and research, rapid iteration and lean practices
• Drive the defined priorities and definition of success, connecting with the business constantly throughout the product life cycle through implementation
• Consider user feedback, market analytics, and data gathering to provide recommendations on decisions for the digital strategy.
• Participate in the development and execution of the holistic digital transformation strategy for the assigned initiative and ensure alignment with strategic goals and objectives

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 5 or more years of experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Skills

Compensation

Compensation offered for this role is $92,560.00 - 166,465.00 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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