Business Architect – Customer Relationship Management & Customer Communications

Allstate • McCullom Lake, IL

1d

About The Position

The Business Architect – Customer Relationship Management & Customer Communications sits within the Customer Experience Transformation organization and is accountable for shaping, governing, and enabling customer communications across both marketing and transactional communications. This includes lifecycle and retention marketing communications as well as operational, event-based, and triggered service communications. This role ensures customer communications are purpose-driven, coordinated, compliant, and measurable, so customers receive clear, timely, and relevant messages that support engagement, reduce friction, and improve enterprise outcomes. This position does not include technology development. The role provides strategic direction, governance, and requirements leadership, partnering closely with business areas, marketing technology, and delivery teams to translate business intent into execution-ready plans and to ensure communications are delivered effectively within enterprise standards. The role brings deep expertise in purpose-driven communications, modern content production, content strategy, and editorial leadership, and leverages Generative AI to responsibly accelerate content creation, variation, personalization, and optimization while maintaining strong governance, quality controls, and brand consistency.

Requirements

• Significant experience in CRM communications, customer communications strategy, lifecycle marketing, or Customer Experience communications.
• Experience leading complex, cross-functional initiatives spanning marketing and operational communications.
• Strong ability to translate business strategy into execution-ready requirements in partnership with technology teams.
• Demonstrated experience with communications governance and stakeholder alignment.
• Strong analytical skills with the ability to connect insights to action.
• Exceptional written and verbal communication skills with strong editorial judgment.

Nice To Haves

• Experience spanning both marketing CRM journeys and transactional communications.
• Familiarity with CRM and marketing automation concepts such as segmentation, triggers, journeys, personalization, suppression, and testing.
• Experience applying Generative AI to communications workflows with governance and quality controls.
• Experience with scalable content operations models and editorial standards.

Responsibilities

• Customer Communication Strategy (Marketing & Service): Partner with business teams to define communication strategies that support both customer engagement and operational outcomes. Own discovery for communication needs, clarifying intent, audience, timing, channel, and desired customer action. Translate strategy into journey-based and event-based communication plans, including sequencing, channel mix, personalization approach, and suppression logic.
• Transactional & Operational Communications Leadership: Provide strategic oversight for triggered and event-based communications to ensure clarity, timeliness, and customer-centered design. Ensure operational communications are easy to understand and reduce customer effort and inbound contacts. Align transactional communications with marketing touchpoints to create a cohesive customer experience, especially at high-impact moments such as renewal or service events.
• Communications Governance & Controls: Lead governance for customer contact, ensuring adherence to brand standards, compliance requirements, privacy and consent expectations, accessibility standards, and channel rules. Drive coordination across teams to reduce customer contact fatigue, message conflicts, and unintended confusion. Establish and maintain intake, prioritization, and approval processes that balance speed, quality, and risk management.
• Editorial Leadership & Content Strategy: Provide editorial leadership across all customer communications, ensuring messages are clear, consistent, and aligned to purpose and brand voice. Define content strategy inputs such as messaging frameworks, tone guidance, modular content patterns, and reusable templates. Enable modern content production practices that support scale while maintaining quality and clarity.
• CRM Orchestration (Business-Led, Tech-Partnered): Partner with delivery teams to translate strategy into execution-ready requirements, including business requirements, user stories, acceptance criteria, and testing scenarios. Support delivery through validation, UAT, and post-launch optimization to ensure outcomes align with intent. Ensure marketing and transactional communications operate as a coordinated system rather than isolated sends.
• Measurement, Insights & Optimization: Define and operationalize KPIs for marketing and transactional communications, including engagement, conversion, retention, complaint rates, opt-outs, and contact fatigue indicators. Analyze performance trends and translate insights into actionable improvements. Lead test-and-learn approaches to continuously refine messaging, sequencing, and customer experience.
• Generative AI for Communications: Leverage Generative AI to accelerate content ideation, drafting, versioning, and personalization with appropriate human oversight. Define guardrails for AI-assisted communications, including quality standards, review requirements, and appropriate use cases. Identify opportunities where AI improves speed, relevance, and effectiveness without increasing risk.
• Leadership & Influence: Operate as an advisor to business partners, setting direction and raising the bar on communication quality and customer experience. Influence across teams without direct authority through clarity, structure, and customer-first thinking. Mentor peers and partners on communication strategy, governance, and requirements best practices.

Benefits

• Compensation offered for this role is 100,000.00 - 170,500.00 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed