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Customer Experience Retention Analytics Lead Consultant
Allstate
Northbrook, IL, United States
Job Details - this job has expired, please see similar jobs below
Where good people build rewarding careers.
Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.
Job Description
Job Family Summary
Translates empirical data into insights and leverages that data to empower client groups to develop process improvements that will positively impact the overall customer experience and improve economics (retention, cross-sell, efficiency gains and production). Prepare the customer sentiment and operational performance data in a way that generates trust, comfort, understanding, and action.
Job Summary
The Customer Experience Journey Analytics Associate Manager is responsible for leading customer journey analysis to create actionable insight that guides, shapes and informs journey work, including developing and monitoring key performance indicators (KPIs) for journeys.
This position will support Journey Leads leveraging a variety of data sources and the knowledge and skills of managers and teams of professionals inside and outside of the department including collaborating with other analytical teams within Allstate including D3, MARA, UXR, etc. to complete assignments that support business goals. This position is responsible for training, managing and conducting employee performance evaluations for the team of analytic professionals supporting journey analytics.
Key Responsibilities
• Manages the day-to-day integrity and operation for journey analytics functions
• Oversees and trains employees, including organizing, prioritizing, and scheduling work assignments
• Contributes to the organization’s analytic capabilities by partnering with other analytic groups including D3, MARA, UXR, etc.) to share insights, approaches and learnings
• Leads measurement strategy for developing and measuring journey KPIs that help us understand the impact of our improvements
• Uses the application of broadly defined analytical methods and concepts to formulate and prove/disprove various hypotheses originating from the CE team or external business partners
• Performs and evaluates basic to moderately complex analysis using analytic and/or statistical methods
• Develops insights from complex analyses in easy-to-understand summaries (decks, presentations, training materials, etc.)
• Develops technical communication plans to ensure timely delivery of analytic results to journey leads and CE leaders
• Demonstrates knowledge in the use of data sources and applications to conduct research
• Challenges accepted ways of operating to drive innovation and continuous improvement
• Promotes idea generation from analytical and reporting data
Job Qualifications
Knowledge/Skills/Abilities/Experience
• Creative problem solver, curious and inquisitive – can navigate a landscape with limited direction
• Operates with a sense of urgency, passion for the customer and energetic
• Experienced in joining multiple data sources (including operational, demographic and satisfaction data) in varying formats and structures to conduct analyses (SQL, Oracle, Python, VBA, Access)
• Experienced in designing “test and control” scenarios and measuring the impact of various treatments on results
• Ability to analyze data and apply it to complex problem resolution
• Ability to think strategically, conceptually, analytically and creatively
• Ability to translate data into easily consumable information for non-technical employees
• Ability to establish, manage and leverage relationships with internal and external partners
• Demonstrated time management skills including ability to handle multiple projects, prioritize and organize
• Ability to lead and coach others in both technical elements as well as personal development goals
• 5+ years of experience in the use of managing data sources and applications to conduct research
• 5+ years of relational database experience
• 5+ years of experience with Microsoft Office Suite
• Bachelor’s Degree required
• Regular, predictable attendance is an essential function of this job
Allstate Level Factors: Please refer to the Allstate Level Guide on MyHR Knowledge
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.
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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.
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