Director, Customer Experience

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

Through our Employee Value Proposition, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Role Designation: Remote with a requirement for occasional travel as well as in office presence as per business need

Job Description

The Director, Customer Experience is accountable for driving consistent and effective customer experience by Service team, achieving performance and quality KPIs, and fostering a high-performing, engaged team. This role partners with other departments to set the overall operational service delivery strategy, identify opportunities for improvement, prioritize high-value initiatives, and deliver measurable results.

Accountabilities:

Service Delivery Excellence

• Accountable for the overall success of customer service delivery, including customer experience quality, operational effectiveness, and business results.

• Proactively identify and address operational challenges to maintain consistent delivery of service

• Build, inspire and lead a high-performing team, fostering engagement and accountability, and a culture of excellence.

• Establish operational strategies, goals, and objectives for frontline customer service leaders and teams. This includes designing, developing, and implementing initiatives that improve service delivery processes and the customer journey.

• Review customer satisfaction results and service quality outcomes

• Develop and direct action plans to improve customer experience

• Partner with internal teams to ensure alignment on customer-focused initiatives and priorities.

• Responsible for reviewing, analyzing, and acting on key operational and customer service metrics, including quality assurance results and operational reports, to drive continuous improvement in service delivery.

• Collaborate effectively with cross-functional teams to define, prioritize and implement solutions that align and deliver business objectives and customer value.

• Accountable for leading change management initiatives related to new processes, technologies, or service models-ensuring adoption, consistency in messaging, and realization of intended business and customer outcomes.

• Support Allstate's multi-channel service strategy, leaning into digital capabilities, reducing friction and driving customer experience improvements

• Demonstrated experience in relevant roles with a proven leadership/management experience in a contact center environment, with a background in digital and omnichannel distribution strategies

• Excellent leadership and team management skills, with the ability to inspire and enable transformation

• Strong business acumen and analytical mindset to drive decision-making and improve customer service capabilities

• Experience delivering outstanding customer service

• Ability to interact effectively with internal or external customers and act with empathy

• Strong influencing skills with the ability to embrace and demonstrate change management

• Highly developed verbal and written communication skills with a demonstrated ability to present information in an organized, logical and effective manner to a wide variety of audience

• Experience with telephony technology such as Genesys and Workforce Management