Customer Insights Senior Manager
About The Position
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.
Requirements
- 10 or more years of experience (Preferred)
- Collaborating
- Creativity
- Innovative Solutions
- Leadership
- Project Management
- Team Management
- Thought Leadership
- Vendor Management
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
