Director, Digital Claims Design

Posted on Apr 16 41 views Chicago, 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. As a leader in a corporation with 83,000 employees and agency force members, you’ll have a hand in transforming not only Allstate but a dynamic industry. 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 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 Description

The Digital Design Director for Claims will spearhead the creation of a digital claims ecosystem by bringing thought leadership in design thinking, deep technical digital design expertise, unmatched ability to define a compelling vision and a strategy for executing towards desired outcomes.

Key Responsibilities
  • Enable Claims operating model disruption by introducing innovative, digitally-native experiences for customers and employees. Initial focus will primarily be around introducing new customer self-service experiences; document management platform modernization, eSignature operationalization & adoption, advancing digital communication strategy, maturing Live Chat and Chat Bot capabilities.
  • Leverage UX research and design to bring the voice of the customer to the forefront of all digital designs.
  • Architect the digital future for all customer self-service and communications journeys.
  • Increase adoption of digital tools to reduce effort while creating operational efficiencies.
  • Partner with engineering, UX and line of business experts to mature agile execution practices to deliver on intended outcomes.
  • Define digital blueprints, roadmaps for execution, success criteria and clear outcomes.
  • Work cross functionally across all business groups to understand emerging customer and business trends that require enhancements or new product developments.
  • Bring a digital culture focused on the discipline to drive roadmap prioritization, product and platform strategy.
  • Oversee and direct the work of high performing matrixed product teams focused on the common digital mission.

    Genetic Makeup

    • Digital Native
    • High Technology Quotient
    • Customer obsessed
    • Outcome focused
    • Agile & Entrepanurial Mindset
    • Team builder
    • 10+ years of relevant experience in digital process design or platform design, execution and adoption
    • Expert digital strategy and operationalization experience
    • Demonstrated experience in digitally transforming traditional business models
    • Demonstrated mature problem solving and analytical skills
    • Highly advanced negotiation or arbitration skills, conflict management and problem resolution skills in managing customer & stakeholder relationships to continuously improve business outcomes
    • Highly advanced skilsetsl in motivation, organization, training, coaching and facilitation of teamwork
    • Excels in fast paced & highly complex work environments requiring specialized digital product knowledge and expertise

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

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