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
Turn data into compelling stories that inspire action-help shape the future of customer experience as our next Journey Insights Senior Consultant II!
The Journey Insights Senior Consultant II transforms complex data into clear, actionable insights that tell a story-empowering teams across the organization to elevate and evolve the customer experience. This role is responsible for creating and tracking key performance indicators, delivering strategic insights, and uncovering the key drivers behind customer satisfaction. By leveraging diverse data sources and collaborating with leaders across and beyond the Customer Experience Center of Excellence (COE), this individual plays a vital role in driving improvements that align with our broader business goals.
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Key Responsibilities:
Executes strategy for measuring and monitoring of journey KPIs that help us understand the impact of our improvements
Uses analytical methods and concepts to formulate and prove/disprove various hypotheses and promote idea generation
Provides thought leadership and consulting to stakeholders within the journey(s) and serve as a VoC partner to business areas
Analyzes data; performs and evaluates trend analysis using analytic and/or statistical methods
Communicates, educates and influences key stakeholders within a journey(s) by effective storytelling and presentation of insights
Develops insights from analyses into easy-to-understand summaries (decks, presentations, training materials, etc.)
Supports individual or multiple moderately complex journeys with limited support
Translates voice of the customer and other data and insights into meaningful ideas and content to build understanding of what matters most to customers to influence behavior and operational change, decision making and customer focused problem solving within the customer journeys
Drive customer experience improvements and retention through research methodologies, cross-functional collaboration, and data analysis. Develop recommendations for customer insights collection, dashboard visualization, process automation, omnichannel analysis, root-cause analysis, and insurance market research
Collaborate effectively with stakeholders across all organizational levels, including individual contributors and leaders in technology, UX, customer experience, product design, and customer-facing functions.
Education:
4 year Bachelors Degree (Preferred)
Experience:
3 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
Customer Experience (CX), Voice of the Customer (VOC)
Compensation
Compensation offered for this role is $62,800.00 - 114,175.00 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation.
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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