Customer Journey Design & Delivery Lead Consultant - Accelerated Leadership Experience (Remote)

Posted on Jul 16 Northbrook, IL 340 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.


Allstate is a company that is reinventing protection and retirement to improve customers’ lives. To take us there, we need well-rounded, talented and diverse professionals like you to join our Accelerated Leadership Experience (ALX) program 

Exclusively for highly motivated individuals with innovative and forward-thinking mindsets, our ALX program is designed to help you develop as a rising enterprise leader to make an impact on our organization and cultivate a culture of diverse thought leadership, teamwork and success.

We want to offer you a rare opportunity to develop into an Allstate leader through a highly customized two-year experience, designed to accelerate your leadership capabilities. During the two-year experience, you will step into various roles and cross-functional projects to build deep-rooted business insight, general management skills and capabilities, and a holistic understanding of our business today and in the future.

We didn’t design your traditional rotational program, because we know you’re one-of-a-kind. Your voice, experiences, passions and areas of interest will drive your ALX experience. In addition to your on-the-job ventures, we will provide you a customized curriculum of courses, programming, and leadership opportunities which will set you apart as a well-rounded leader. Every ALX journey looks a little different, and we like it that way.

In addition to your two-year ALX experience, you will also receive championing and support from:
An assigned Formal Mentor and Career Coach 
An actively involved ALX Program Lead to continue to enhance, develop and strengthen the ALX Program
A dedicated pair of 2 Senior Vice Presidents as Executive Sponsors who are passionate about ALX’s  mission and will advocate for your career development

Job Description

This individual will manage key components of the customer journey / voice of the customer ecosystem including developing future state vision, digital customer experience transformation, program implementation, vendor selection and vendor management. This individual will drive change by leveraging an agile work environment focused on short sprints, empowerment of agile teams, and systems thinking approach to ensure knowledge of the end to end business impacts. Additionally, this individual will assist in the development and management of the Voice of Customer community of practice, a cross-functional community that leverages data and analytics to guide, shape and inform efforts.  Will require strong digital mindset, systems thinking and change management skills working across boundaries in our mission of building a culture that puts the customer at the center of all work. 

Job Description

Design customer journeys and manage the voice of the customer ecosystem. Apply deep understanding of the current and future state, industry knowledge and solutions to remediate gaps when designing digital solutions
Lead the design and deployment of specific voice of the customer programs across the enterprise driving improvement in customer satisfaction levels 
Lead key components of the design, development, and deployment of the Voice of the Customer Community of Practice 
Conduct external research into emerging best practices, technologies and techniques to best capture customer sentiment and behavior and incorporate into our customer journey ecosystem
Leverage customer insights and design thinking to influence strategic product and service changes that positively impact various phases of the customer on-boarding and journey
Analyze and leverage data on customer experience performance across all touch-points and journeys on an ongoing basis to identify opportunities to revise current practices, optimize customer experiences and improve performance; engage in discovery/test & learn activities to quickly validate assumptions and lead innovation in service delivery 
Provides thought leadership and strategic consulting to stakeholders across the enterprise; serve as a Voice of the Customer SME to business partners (a resource internal and external trends, disciplines, design principles, best practices, and strategies); influences outcomes that will impact the customer

Job Qualifications

Education and Experience 
Bachelor’s degree or equivalent experience
5 or more years of related experience
Certificates, Licenses, Registrations
Functional Skills
Strong digital mindset that focuses on technological and digital solutions to improve the customer experience throughout all stages of the journey (discover, quote, bind, and renew) 
Experience in analyzing data and research to inform business decisions centered around meeting changing needs of the customer and business 
Experience operating in an agile and ever-changing environment to improve our speed to market to ensure meeting customer needs 
Strong communicator and presenter (oral and written) of complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization – a change agent
A collaborator who can work cross-functionally to get things done; can build a common purpose
Ability to be self-directed and to proactively anticipate problems and seek opportunities
Strong Microsoft Office skills, particularly PowerPoint, Excel, Word, OneNote

Compensation Data

Compensation for this position will be $75,900 to $138,300/year.  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


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.


For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.


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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