Customer Insights Expert (Remote/Home-Based Worker)

Posted on Apr 14 5 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 PPL Service Customer Insights Expert role sits within Allstate’s Personal Property-Liability (PPL) Service organization and is responsible for designing, developing and proactively managing the effectiveness of Allstate’s digital self service solutions for customers. The Customer Insights Expert will assist the service design team using customer experience related data/insight to guide, shape, and inform digital and self-service designs that will improve customer experience and help drive more customers towards our self-service offerings.

This individual will manage key components of the digital service experience including cataloging and current state digital experiences and designing future state. This position leverages the knowledge and skills of professionals across the enterprise and will work in cross-functional programs / people to ensure holistic solutions that result in easy to use digital self service capabilities.

Key Responsibilities
  • Design, develop and proactively manage key Digital Customer Interactions to optimize consumer insights
  • Lead the design and deployment of specific customer service intents across enterprise
  • Conduct external research into emerging best practices, technologies and techniques to best capture customer sentiment and behavior and incorporate into self service capability designs
  • Conduct regular industry and competitor analysis to ensure optimization of self-service solutions
  • Create and catalog self-service experiences from a customer POV to highlight effectiveness or opportunities to our Sr Leaders
  • Interacts with Cross Functional service, data, and technology teams and develops and drives recommendations for customer experience metrics to help monitor and measure efforts / progress
  • Coaching, guidance and mentoring of resources

Supervisory Responsibilities:

This job does have supervisory duties

Preferred Qualifications

Education and Experience

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

Certificates, Licenses, Registrations

  • None

Functional Skills

  • Strong ability to think strategically, conceptually, analytically and creatively
  • Strong collaboration skills, bridges ideas from other areas and seeks to understand and integrate partners needs and perspectives
  • Embraces experimentation – ideating and prototyping to develop fresh, innovative solutions
  • Ability to influence others and establish, manage and leverage relationships with internal and external partners
  • Advanced time management skills including ability to handle multiple, complex projects
  • Advanced skills with survey instrument design and implementation
  • Advanced skills in communication (oral and written) – ability to narrow large / disparate data into actionable insights
Compensation Data

Compensation for this position will be $91,800 to $159,300/year plus AIP bonus. Actual salary offered will depend on selected candidate's experience and qualifications.

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

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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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