Allstate
Operational Enablement Manager-Lead Consultant
Posted on Mar 29 Chicago, IL 417 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 Summary:
The Operational Enablement Manager-Lead Consultant helps enable superior experiences guided by the Global Customer Experience Standards by translating the Customer Experience (CX) standards, user needs and delight factors into an experience that accomplishes business results. The role is responsible for driving business solutioning for Experience-based capabilities through identifying, researching, and sizing of the business opportunity to present a clear business case, while playing a support role for Product-based workstreams by consulting on experience enablement. Successful Operational Enablement Managers aim to maximize reusability and operational efficiency by ensuring the right problems are being solved and bridges the gap between Area of Responsibility (AORs) for a consistent or optimal experience and operations across journeys, channels, and products for customers, producers, and employees. The Operational Enablement Manager-Lead Consultant is responsible for working closely with key stakeholders and partners, ensuring the successful definition and execution of go-to market and communications strategies for their products
Key Responsibilities:
• Clarifies, details, and brings experience to life by aligning aspects of digital front-end connectivity and engagement, manual service, process redesign, data, and analytics to solve the right problems and achieve the desired experience supporting business outcomes
• Leads business solutioning activities to influence the following:
o The problem/opportunity – what are we solving for. We conduct and/or participate in cross-functional workshops (i.e. business discovery) to gather additional information about the current state of business, its challenges, and its objectives to expand on the business problem
o The audience – who is the problem solved for. We define and/or inform the scope of the business solution, which involves defining the boundaries of the solution including processes and business areas it will cover, directly and indirectly
o The reason – why do we need the problem solved. We collect and analyze/inform data related to the problem or opportunity, including financial, operational, and customer data to inform the problem statement
• Partners with Customer Experience (CX) & User Experience (UX) team to obtain and utilize Market and User Research to help identify, support, and validate which problems need to be solved and the best approach to solve them
• Ensures cohesive experience across products, journeys, and channels
• Provides "Experience" related Subject Matter Expertise to help validate the solution lives in to CX Standards and matches the intended business outcome
• Ensures availability of experience data and leverage metrics to inform optimization
• Prioritizes capabilities within workstream roadmap
• Acts as convening point to ensure operationalization of ‘north star’ vision for customers
• Monitors outcomes and Key Performance Indicators (KPI’s) associated with work delivered through execution, as it relates to capabilities that impact customers, employees, and agents
Supervisory Responsibilities:This job does not have supervisory duties.Knowledge/Skills/Abilities/Experience:
• Entrepreneurial with a strong inclination towards action, preferably with experience shipping software
• Experience operating in an environment driven by KPIs where you had the accountability to determine the best course of action to meet business goals
• Proficient at stakeholder management and transparent communication with ability to influence without authority
• Ability to interact effectively, and coach others on interacting effectively internally or externally
• Advanced at breaking down work for iterative and incremental delivery.
• Stays current with skills by continually seeking opportunities for learning and development within their respective discipline(s)
• Leverages awareness of current industry standards/environment to impact decisions and indicate requirements
• 3-5 years of experience; bachelor’s degree or equivalent digital product management certification preferred
Notes:The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.
Compensation offered for this role is $84,500.00-$149,750.00 per year and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good Hands. Greater Together. ℠
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 https://www.allstate.jobs/benefits/
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
#LI-JP1
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.
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 Operational Enablement Manager-Lead Consultant helps enable superior experiences guided by the Global Customer Experience Standards by translating the Customer Experience (CX) standards, user needs and delight factors into an experience that accomplishes business results. The role is responsible for driving business solutioning for Experience-based capabilities through identifying, researching, and sizing of the business opportunity to present a clear business case, while playing a support role for Product-based workstreams by consulting on experience enablement. Successful Operational Enablement Managers aim to maximize reusability and operational efficiency by ensuring the right problems are being solved and bridges the gap between Area of Responsibility (AORs) for a consistent or optimal experience and operations across journeys, channels, and products for customers, producers, and employees. The Operational Enablement Manager-Lead Consultant is responsible for working closely with key stakeholders and partners, ensuring the successful definition and execution of go-to market and communications strategies for their products
Key Responsibilities:
• Clarifies, details, and brings experience to life by aligning aspects of digital front-end connectivity and engagement, manual service, process redesign, data, and analytics to solve the right problems and achieve the desired experience supporting business outcomes
• Leads business solutioning activities to influence the following:
o The problem/opportunity – what are we solving for. We conduct and/or participate in cross-functional workshops (i.e. business discovery) to gather additional information about the current state of business, its challenges, and its objectives to expand on the business problem
o The audience – who is the problem solved for. We define and/or inform the scope of the business solution, which involves defining the boundaries of the solution including processes and business areas it will cover, directly and indirectly
o The reason – why do we need the problem solved. We collect and analyze/inform data related to the problem or opportunity, including financial, operational, and customer data to inform the problem statement
• Partners with Customer Experience (CX) & User Experience (UX) team to obtain and utilize Market and User Research to help identify, support, and validate which problems need to be solved and the best approach to solve them
• Ensures cohesive experience across products, journeys, and channels
• Provides "Experience" related Subject Matter Expertise to help validate the solution lives in to CX Standards and matches the intended business outcome
• Ensures availability of experience data and leverage metrics to inform optimization
• Prioritizes capabilities within workstream roadmap
• Acts as convening point to ensure operationalization of ‘north star’ vision for customers
• Monitors outcomes and Key Performance Indicators (KPI’s) associated with work delivered through execution, as it relates to capabilities that impact customers, employees, and agents
Supervisory Responsibilities:This job does not have supervisory duties.Knowledge/Skills/Abilities/Experience:
• Entrepreneurial with a strong inclination towards action, preferably with experience shipping software
• Experience operating in an environment driven by KPIs where you had the accountability to determine the best course of action to meet business goals
• Proficient at stakeholder management and transparent communication with ability to influence without authority
• Ability to interact effectively, and coach others on interacting effectively internally or externally
• Advanced at breaking down work for iterative and incremental delivery.
• Stays current with skills by continually seeking opportunities for learning and development within their respective discipline(s)
• Leverages awareness of current industry standards/environment to impact decisions and indicate requirements
• 3-5 years of experience; bachelor’s degree or equivalent digital product management certification preferred
Notes:The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.
Compensation offered for this role is $84,500.00-$149,750.00 per year and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good Hands. Greater Together. ℠
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 https://www.allstate.jobs/benefits/
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
#LI-JP1
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.
