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.
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.
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

Education & Experience:

Functional Skills:

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.

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