At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

JOB DESCRIPTION

This role is part of the Service Design & Enablement (SD&E) organization in Marketing & Innovation. SD&E’s mission is to design and enable service experiences to bring the Enterprise Customer Experience standards to life. Within SD&E, the Channel Design and Enablement team develops omni-channel service experiences for customers and enables service transformation to drive higher first contact resolution, accuracy and customer ease through AI, data, analytics, and tools. This role will be the business lead in SD&E for improving the ability to identify and authenticate customers when they need service support in both digital and Customer Facing Allstate Representative (CFAR) channels. The role will also enable business efforts to modernize the tools CFARs have to effectively serve customers’ service needs. The role will work in collaboration with multiple business areas across Allstate, including Allstate Technology Solutions and the Data, Discovery & Decision Science team.

REQUIRED SKILLS & EXPERIENCE:BUSINESS PROBLEM SOLVINGCROSS FUNCTIONAL COLLABORATIONANALYTICAL MINDSET AND DIGITAL SAVVYSTRONG SENSEKEEN SENSE OF ACCOUNTABILITY AND OWNERSHIP OF BUSINESS RESULTSFAMILIARITY WITH THE GENERAL DOMAINS OF CUSTOMER SERVICE, CUSTOMER EXPERIENCE AND HOW COMPANIES ADDRESS CUSTOMER NEEDS USING DIGITAL SELF-SERVICE AND PEOPLE CAPABILITIESBACHELOR’S DEGREE WITH 4+ YEARS OF EXPERIENCE (PREFERRED), OR AN EQUIVALENT COMBINATION OF EDUCATION AND EXPERIENCE.

LI-TE1

SKILLS

Customer Experience (CX), Product Strategies, Product Vision, Services Design

KEY RESPONSIBILITIES

• Partner with analytics and customer experience teams to collect insights related to the service CFAR experiences as well as identification/authentication across all (digital & CFAR-assisted) channels. Identify customer pain points and develop business problem statements.
• Optimize customer experience and first contact resolution across digital and CFAR-assisted servicing capabilities, including IVRs and chatbots, by improving the success rate of customer identification and authentication.
• Be the primary point of contact for SD&E in support of evolving enterprise corporate standards and solutions for multifactor authentication and digital identity.
• Simplify and modernize the service CFAR tools to drive enhanced first contact resolution and improve the customer experience.
• Collaborate with technology, service delivery and others to develop and implement solutions and monitor benefits.