Allstate

Telematics Support Product Owner

Posted on Apr 7 6 views Northbrook, IL


The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Summary



The Telematics Support Product Owner role sits within Allstate’s Personal Property-Liability (PPL) Service organization and is responsible for customer support strategy for telematics and usage-based insurance. They will be responsible for understanding customer pain-points related to Drivewise and Milewise that result in calls and escalations, and partner with Product, Marketing, Customer Journeys, Service Delivery, and other areas to resolve these issues. This cross-functional role will also be responsible for designing the end-to-end experience within the Customer Contact Center (CCC), to ensure an easy and quick resolution, once the customer initiates a customer support interaction through a call or chat.



The Product Owner is responsible for defining, delivering, and managing the lifecycle of operational service products and portfolio. The Product Owner guides strategic product vision, product discovery and roadmaps to maximize the customer and enterprise value provided by telematics. The Product Owner collaborates with key stakeholders to maintain and execute an integrated communication plan to support awareness and adoption for their product, as applicable. Partners to ensure enterprise connections to strategies affecting and/or helps guide enterprise strategy based on scale/scope of work performed.



Key Responsibilities



  • Guide, drive and execute holistic strategy for telematics customer support in alignment with strategic goals and objectives
  • Guide and manage KPIs to measure the success and to drive transparency into business outcomes and progress related to the overall product strategy
  • Drive priorities, definition of success and Key Performance Indicators, connecting with the business constantly throughout the product life cycle
  • Participate in larger strategic enterprise programs connected to telematics, including establishing a point of view for telematics support strategy and leading work tracks assigned to this area from the enterprise programs
  • Act as first line of contact for AORs, supporting the strategic tone for product with other involved AORs, guiding a roadmap and future state vision
  • Initiate and respond to business opportunities as needed
  • Look for, lead and develop new initiatives or innovations, providing strategic guidance on improvements; intake new work, prioritize for/with the business and incorporate into product life cycle as appropriate
  • Collaborate with other Product Owners to ensure programs and processes across the entire system are aligned and prioritized
  • Adhere to budgets and operational effectiveness; guide strategies for adjusted courses of action
  • Lead, coach and manage a team with broad skill sets including Project Management, business analytics and performance, and customer experience



Supervisory Responsibilities:

This job does have supervisory duties



Preferred Qualifications



Education and Experience


  • 7 or more years of related experience
  • Bachelor’s degree or equivalent experience



Certificates, Licenses, Registrations


  • None



Functional Skills


  • Existing knowledge and experience related to customer support and telematics/usage-based insurance is preferred
  • Ability to build and establish relationships necessary to influence future delivery and roadmaps, and to communicate complex and innovative concepts to stakeholders to influence decision making and buy-in
  • Ability to think strategically, properly prioritize multiple work streams to ensure the best business result(s), and to drive and own decision making
  • Demonstrate an analytical mindset with critical thinking, problem solving, and ability to tell a story with data to influence decision making
  • Utilize a systems-thinking mindset by demonstrating awareness and understanding of the whole and of how the parts within are interdependent
  • Ability to working in ambiguity, looking for the broader picture, continuously improving, and asking questions
  • Demonstrate adaptability, flexibility, innovation, risk taking, resilience, and ability to learn from experiences and setbacks
  • Ability to initiate a culture of customer experience by gaining alignment from leadership down to frontline employees on the customer first transformation mindset



Compensation Data



The minimum salary for this position is $91,800. The maximum salary is $159,300. The salary offered will be commensurate with experience. This position is bonus-eligible.





The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

 

Good Work. Good Life. Good Hands®.


 

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate’s benefits, visit allstate.jobs/benefits/
 

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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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