CX Customer Insights & Sr Consultant II

Remote, Remote
Full Time
Customer Service
Posted on: September 04, 2022

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 Customer Insights and Visualization Senior Consultant II will be responsible to produce actionable customer insights by leveraging user-friendly visualization and analytical tools, empowering business partners with customer insights that will guide, shape and inform efforts across the enterprise to improve and transform the customer experience. This individual is responsible for developing insights that will help prioritize where the greatest areas of opportunity are to improve the customer experience. This individual is responsible to help design the overall CX measurement strategy that will measure and monitor our progress at a macro level as well as at a journey level.

Key Responsibilities:

  • Design and build visualization tools to democratize actionable customer insights across the enterprise and empower employees at all levels to drive improvements in the customer experience.
  • Support the design of CX measurement framework that provides timely assessment of how the customer experiences our brands at a macro level and down to the customer journey level.
  • Support and maintain an early warning system that enables early problem detection and resolution with key stakeholders across the enterprise.
  • Inspire trust and confidence throughout the enterprise, to identify and build high-value products, by leveraging strategic and diplomatic relationship building skills.
  • Synthesize data from across the enterprise into an easy to consume, robust, integrated story that drives action / strategies / decisions.
  • Provide monthly reporting, analysis, and insights across the enterprise for all Voice of Customer (VoC) programs.
  • Support our customer analytics capabilities by testing and deploying emerging trends (e.g. Natural Language Processing - NLP).

Education and Experience:

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

Functional Skills:

  • Advanced ability to design and build reports and/or technical tools, using a variety of data reporting and visualization software (Tableau and SQL preferred).
  • Advanced proficiency in querying, compiling, analyzing, and integrating information from different sources to make data informative.
  • Advanced collaboration skills with the ability to bridge the ideas of others and seek to understand partners needs and perspectives.
  • Embraces experimentation – ideating and prototyping to develop fresh, innovative solutions.
  • Advanced skills in joining multiple data sources (including operational, demographic and satisfaction data) in varying formats and structures to conduct analyses.
  • Performs and evaluates advanced trend analyses using analytic and/or statistical methods.
  • Ability to establish and leverage relationships with internal and external partners.
  • Demonstrated clear, concise and highly effective oral and written communication skills.

Compensation offered for this role is $67,300 - $110,000 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 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 allstate.jobs/benefits/

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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CX Customer Insights & Sr Consultant II

Allstate

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