Customer Journey Analytics Lead Consultant

Posted on Jun 28 Northbrook, IL 74 views

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 Description


The Customer Journey Analytics Lead Consultant is accountable for leading / managing the translation of empirical data into actionable insights and leverages this insight to empower the organization to guide, shape and inform efforts to improve the customer experience and design and deliver customer centric products, services and experiences.  These insights will impact the overall customer experience and ultimately improve our economics (retention, cross-sell, efficiency gains and production).   


This individual will be responsible for developing and monitoring key performance indicators (KPI’s) and identifying key drivers of overall net promoter score.  This individual will leverage a variety of data sources and relationships with leaders both in and outside of the Customer Experience department, including collaboration with other analytical teams across the enterprise (D3, MARA, UXR, etc.) to complete complex assignments that support our business goals.


Key Responsibilities


  • Analyze multiple complex data sets (reporting, text analytics, quantitative analytics, retention analytics, etc.)
  • Coaches and mentors’ junior analysts and facilitates development of their technical skills
  • Executes measurement strategy for developing and measuring journey KPIs that help us understand the impact of our improvements
  • Uses analytical methods and concepts to formulate and prove/disprove various hypotheses and promote idea generation
  • Performs and evaluates complex trend analysis using analytic and/or statistical methods 
  • Develops insights from complex analyses in easy-to-understand summaries (decks, presentations, training materials, etc.)
  • Develops technical communication plans to ensure timely delivery of analytic results


Supervisory Responsibilities:

  • This job does not have supervisory duties



Job Qualifications


Preferred Qualifications:

Education and Experience 

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


Certificates, Licenses, Registrations

  • none


Functional Skills

  • Creative problem solver, curious and inquisitive – can navigate a landscape with limited direction 
  • Operates with a sense of urgency, passion for the customer and energetic
  • Experienced in joining multiple data sources (including operational, demographic and satisfaction data) in varying formats and structures to conduct analyses (SQL, Oracle, Python, VBA, Access, R, etc)
  • Experienced in designing “test and control” scenarios and measuring the impact of various treatments on results
  • Ability to analyze data and apply it to complex problem resolution
  • Ability to think strategically, conceptually, analytically and creatively
  • Ability to translate data into easily consumable information for non-technical employees
  • Ability to establish, manage and leverage relationships with internal and external partners
  • Demonstrated time management skills including ability to handle multiple projects, prioritize and organize
  • Ability to coach others in both technical elements as well as personal development goals


Compensation Data


The salary range for this position is $75,900 to $123,000. The salary offered will be commensurate with experience.



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


Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.


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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To view the “EEO is the Law” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs


To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.


It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

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