Voice Of Customer Consultant

Voice Of Customer Consultant

Remote: Home Based Worker

Category: Customer Experience

Job #: 750503-en_US

Role overview

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 Voice of Customer (VoC) team utilizes its expertise to determine how and where Allstate listens to customers. The insights derived from this feedback ecosystem will enable the organization to improve processes, products and experiences that our customers have, and thus, must be actionable. As a member of the team, this individual will manage and enhance key components of the VoC feedback ecosystem. This includes developing strategy, ongoing needs analysis, external research and benchmarking, consulting on VoC best practices, feedback instrument design, program design and implementation, vendor selection and vendor management.

Success in this role requires strong collaborative skills working with matrixed teams and demonstrated experience as a self-motivated and independent critical thinker. Candidates must have passion for doing right by the customer, strong project management skills, and is empowered and encouraged to bring their whole self to work. This individual will play an integral role on the VoC team and will be expected to flex their creativity when solving problems, speak up, have a data-driven point of view, and be an advocate for the customer.

Key Responsibilities:

• Support the Enterprise VoC ecosystem
  • Support the design and deployment of specific VoC programs across enterprise (e.g. closed loop surveys, digital intercepts)
  • Identify improvement areas, determine priority, gain alignment on recommended actions, and support the design and deployment of innovative solutions
  • Provide thought leadership and strategic consulting to stakeholders across the enterprise on design principles, best practices, and strategies to influence customer outcomes
  • Continuously maintain an up-to-date perspective through external research into emerging best practices, technologies and techniques to best capture customer sentiment and behavior
• Program Manager
  • Manage a portfolio of VoC initiatives and timelines, ensuring success across multiple teams
  • Build and maintain strong business partnerships and ensure clarity across teams
  • Manage vendor costs, invoicing and Customer Experience department budget
• Impactful Contributor
  • Contribute as a thought leader for the broader Customer Experience department
  • Proactively engage, make connections across work, and propose ideas that will lift the department and the people within it

Education and Experience:

• 4 year Bachelors Degree (Preferred)
• 3 or more years of experience (Preferred)
• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Functional Skills:

• Highly effective communicator (oral and written) and facilitator: Simply represents complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization; a change agent
• Advanced collaborator: Adept at leading and influencing cross-functionally to get things done; can build a common purpose
• Self-directed and proactive: Anticipates problems and seeks opportunities
• Strong project management skills: Must be well organized, able to create work plans and drive multiple tracks forward, consistently follow-up on tasks and regularly communicate updates and status
• Passionate: Driven, motivated, injects energy and a sense of urgency into projects and teams
• Independent and strategic thinker: Ability to perform research, derive insights and compile a perspective based on disparate pieces of information
• Future-Oriented: Demonstrates comfort with ambiguity, especially when solving problems; takes calculated risks that have long-term benefits
• Growth Mindset: Learns flexibly and applies knowledge across situations
• Creative problem solver, curious and agile, eager to take on unfamiliar work efforts
• Challenges others to think differently, won’t accept a that’s the way we’ve always done things mentality

Notes:

Compensation offered for this role is $80,000-$100,000 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.

#LI-RD1

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.

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.