Enterprise Voice of Customer Experience Manager (Remote) -

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 Voice of Customer (VoC) team utilizes its expertise to determine how and where Allstate listens to customers. The insights derived from this feedback ecosystem will enable the organization to improve processes, products and experiences that our customers have, and thus, must be actionable. As a member of the team, this individual will own, manage and enhance key components of the VoC feedback ecosystem.

• Enhance and manage the Voice of Customer ecosystem:
  Identify improvement areas, determine priority, gain alignment on recommended actions, design and deploy innovative solutions and systems
• Analyze data to identify opportunities to revise, optimize and improve current customer experience practices and performance
• Lead the design and deployment of specific VoC programs across enterprise (e.g. closed loop surveys, digital intercepts)
• Drive discovery/test & learn activities to quickly validate assumptions and influence innovative change
• Build and maintain strong business partnerships to collaboratively drive improvements
• Serve as a Voice of Customer Subject Matter Expert:
• Provide thought leadership and strategic consulting to stakeholders across the enterprise on design principles, best practices, and strategies to influence outcomes that impact the customer
• Continuously maintain an up-to-date perspective through external research into emerging best practices, technologies and techniques to best capture customer sentiment and behavior
• Manage vendor relationships:
• Oversee the relationship with vendors that support VoC programs
• Be the liaison between the vendor and business partners; lead discussions with vendors
• Troubleshoot issues, lead contract renewals and updates, and oversee invoicing
• Drive resolution of issues between business partners and vendors
• Contribute as a thought leader for the broader Department:
• Proactively engage, make connections across work, and propose ideas that will lift the department and the people within it
• Supervisory Responsibilities:
• This job does not have supervisory duties
• Preferred Qualifications:
  Education and Experience
• Bachelor's degree or equivalent experience
• 5 or more years of related experience
  
  Certificates, Licenses, Registrations
• None
  
  Functional Skills
• Highly-effective communicator and presenter (oral and written) - Simply represents complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization - a change agent
• Expert collaborator - Adept at leading and influencing cross-functionally to get things done; can build a common purpose
• Self-directed and proactive - Anticipates problems and seeks opportunities
• Independent and strategic thinker - Ability to perform research, derive insights and compile a perspective based on disparate pieces of information
• Project management - Must be well organized, able to create work plans and drive multiple tracks forward, consistently follow-up on tasks and regularly communicate updates and status
• Passionate - Driven, motivated, injects energy and a sense of urgency into projects and teams
• Future-Oriented - Demonstrates comfort with ambiguity, especially when solving problems; takes calculated risks that have long-term benefits
• Growth Mindset - Learns flexibly and applies knowledge across situations
• Creative problem solver, curious and agile, eager to take on unfamiliar work efforts
• Challenges others to think differently, won't accept 'that's the way we've always done things" status quo thinking
• Position is U.S. home based remote