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Allstate Insurance Corporation
Location: Barrington, IL 60010 Document ID: A3431-0EB8 Posted on: 2010-01-1801/18/2010 Job Type: RegularJob Schedule:Full-time
2010-02-17
Customer Experience Analyst - (Job Number: 0008VM)
Customer Experience Professional
Allstate Roadside Services is the second largest publicly traded provider of roadside assistance and associated services in the U.S. marketplace today. Allstate Roadside Services emerged from an acquisition by Allstate Insurance Company of the Partnership Marketing Group (PMG) in 2008, integrating them with Allstate Motor Club, one of the nation's top motor clubs with nearly 50 years of roadside expertise. PMG's 43 year heritage brought a rich portfolio of offerings; such as Signature Motor Club, one of the leading providers of roadside assistance in the nation; as well as legal benefit plans and membership-based affinity offerings.
Unifying these two highly recognized and well established roadside assistance providers enables Allstate Roadside Services to continue to serve millions of drivers in the U.S., Canada, and Puerto Rico through the Allstate Motor Club, as well as a wide array of industries, including wireless providers, fleet vehicles, and one of the fastest growing segments in the marketplace: wholesale auto partners (OEM)s. For more information, visit www.allstateroadsideservices.com
The ARS Service Operations Customer Experience Team is looking for a Customer Experience Professional. They will be responsible for:
- Managing inflows and capturing customer feedback data from a number of multiple sources including customer surveys, call center feedback, agent communication.
- Performing analysis of customer experience data providing both historical perspective as well as predictive modeling to strategic decision makers
- Identifying trends and improvement opportunities with data driven analysis
- Leading or participating in cross functional improvement projects as necessary
- Developing and executing analytic modeling of the customer experience at the enterprise, client and product aspects.
- Leading cross functionally in support of customer loyalty index goals
- Providing client communication in support of client relationship management and business development
- Retaining and managing analytic vendor services when necessary
- Driving customer centered focus through participation in new partner/product launches, as well as, process improvement activities.
- Continually appraising and driving the incorporation of current industry best practices
- Translating brand and customer experience expectations into customer feedback and quality specifications
- Partnering cross functionally to provide support and advice to drive quality and consistency of the customer experience
- Working with stakeholder teams in the development of new customer experience assessment tools and models.
- Must prioritize resources to optimize utilization, including cost benefit analyses
Qualification
Experience:
- Industry expertise in the field of customer experience
- 3-5 years data & root cause analysis experience
- 3-5 years process improvement experience
- 3-5 business research experience
- Statistics and Analytics
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- Project management experience
- Utilizes process improvement methodology tools such as Six Sigma, TQM, Lean or JURAN
Skills:
- Strong problem solving capability
- Analytical thinker with a strong communication capability to a broad audience
- Research statistics and process improvement methodology experience
- Able to effectively drive change and innovation cross functionally
- Clear and organized thinker that can lead and contribute to multiple simultaneous initiatives
- Must build strong collaborative relationships cross functionally
- Must present well, with strong verbal and written communication skills
Education:
4 year degree
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