Journey Design Expert - Remote Eligible

Journey Design Expert

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.

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.

Key Responsibilities

• 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

Experience

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

Skills

Brand Experience Design, Business Management, Customer Experience (CX), Customer Experience Design, Customer Experience Management, Customer Journey, Customer Relationship Management (CRM), Executive Leadership, Prototyping

Compensation

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.

Joining our team isn't just a job — it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

It is the Company's policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee's ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.