Customer Insights Senior 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 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 the leader of this team, this individual develops and oversees Allstate's VoC feedback ecosystem. The accountabilities of the team include developing strategy, ongoing needs analysis, external research and benchmarking, consulting on VoC best practices, feedback instrument design, program design and implementation, vendor selection and vendor management. 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 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

• Continuously maintain an up-to-date perspective through external research into emerging best practices, technologies and techniques to best capture customer sentiment and behavior

• 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

• Serve as a VoC Subject Matter Expert

• Inspire a test-and-learn mindset to instrument design

• Build and maintain strong business partnerships to collaboratively drive improvements

• Lead the team through identifying improvement areas, determining priority, gaining alignment on recommended actions, designing and deploying innovative solutions and systems

• Oversee the VoC ecosystem

• Inspire and align the team and partners toward this common vision

• Develop a long-term VoC strategy as well as the path to get there

• Set the VoC Strategy

Experience

• 10 or more years of experience (Preferred)

Supervisory Responsibilities

• This job has supervisory duties.

Skills

Collaborating, Creativity, Innovative Solutions, Leadership, Project Management, Team Management, Thought Leadership, Vendor Management

Compensation

Compensation offered for this role is 134,000.00 - 209,750.00 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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

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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