Customer Insights Lead Consultant

Responsibilities

• Lead and enhance key components of the Voice of Customer ecosystem across the enterprise
• Design and implement impactful VoC programs, including surveys, digital intercepts, and closed-loop feedback initiatives
• Partner with stakeholders across business areas to provide strategic guidance on customer experience best practices and feedback design
• Conduct external research and benchmarking to stay informed on emerging VoC trends, tools, and methodologies
• Analyze customer feedback and behavioral data to identify opportunities to improve experiences and business outcomes
• Drive innovation through discovery sessions, pilot programs, and test-and-learn initiatives
• Serve as a trusted Voice of Customer subject matter expert and thought partner
• Build strong relationships across matrixed teams to influence change and drive customer-centric solutions
• Manage vendor relationships supporting VoC programs and technology platforms
• Contribute ideas and thought leadership to help evolve the broader department strategy

Requirements

• Passion for customer advocacy and improving experiences through actionable insights
• Strong analytical, strategic thinking, and problem-solving skills
• Ability to collaborate effectively within cross-functional and matrixed environments
• Self-starter mindset with the ability to manage multiple priorities independently
• Excellent communication and stakeholder management skills
• Creative thinker who is comfortable challenging assumptions and driving innovation
• 5+ years of relevant experience in Voice of Customer, Customer Experience, Insights, Research, or related fields
• Experience with survey and feedback platforms (Qualtrics preferred)
• Strong Microsoft 365 skills, particularly Excel
• Experience translating customer insights into business recommendations and measurable improvements
• Why Join Allstate?
• This role does not include supervisory responsibilities.
• #LI-BS1
• Microsoft Office 365, Program Designing, Strategic Consulting, Survey Software, Thought Leadership, Vendor Relationship Management

Benefits

Additional Information

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 Help Shape the Future of Customer Experience at Allstate At Allstate, we're committed to creating exceptional experiences for our customers - and the Voice of Customer (VoC) team plays a critical role in making that happen. We're looking for a strategic, customer-obsessed professional who is passionate about turning customer feedback into meaningful action and enterprise-wide impact. In this role, you'll help shape how Allstate listens to customers, interprets insights, and drives improvements across products, processes, and experiences. You'll partner with cross-functional teams, influence business strategy, and lead innovative VoC initiatives that elevate the customer journey. This is an exciting opportunity for someone who enjoys combining data, strategy, creativity, and collaboration to solve complex problems and champion the voice of the customer at every level of the organization.

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