Leverage internal and external customer data and insights to assess current-state experiences and define future-state opportunities
Identify knowledge gaps and lead efforts across the organization to design and execute new consumer research
Diagnose customer journey pain points, develop solutions, and design end-to-end experiences that improve customer outcomes
Apply user-centered design methods (e.g., ideation, journey mapping, prototyping, and test & learns) to iteratively refine and enhance journey designs
Partner with agile teams and business leaders to translate journey designs into clear customer-facing requirements and drive execution
Prioritize initiatives within the journey and influence alignment with key stakeholders and Allstate leadership
Define and track success through key performance indicators, and continuously monitor in-market feedback to optimize the experience post-launch
Requirements
7 or more years of experience (Preferred)
Supervisory Responsibilities
This job does not have supervisory duties
Functional Skills
Demonstrated excellence in oral and written communication, with the ability to convey complex concepts clearly and succinctly
Solid knowledge and application of journey design and user-centered design methodologies (e.g., journey mapping, ideation, prototyping)
Strong project and program management capabilities, with a systems-thinking mindset to navigate complex, cross-functional environments
Highly self-directed and proactive, with the ability to operate independently, prioritize effectively, and manage multiple initiatives simultaneously
Exceptional relationship management skills and strong organizational savvy to effectively navigate and influence across teams
Proven ability to influence and align stakeholders, crafting compelling narratives and materials that build trust and drive decisions with cross-functional partners and senior leadership
Strong strategic and analytical thinking, with the ability to synthesize insights, challenge assumptions, and solve complex business problems
Compensation offered for this role is 110,000.00 - 181,025.00 annually and is based on experience and qualifications.The candidate(s) offered this position will be required to submit to a background investigation.Allstate generally does not sponsor individuals for employment-based visas for this position.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 Know Your Rights" 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 po
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
The Journey Design Expert drives the design of customer experiences by improving existing journeys and creating new ones. They leverage data to identify opportunities for improvement and shape future-state experiences. This role requires deep expertise in assigned journey stages, along with a strong understanding of customer needs and the ability to translate those needs into actionable business requirements. The Journey Design Expert prioritizes work within their scope, partners with key stakeholders to drive alignment, and tracks progress using defined performance metrics.
Allstate · - IL (remote)